Job Description

OVERVIEW:

The selected candidate will work a full-time schedule of 37.5 hrs/week,

between 10:00 am and 8:30 pm on Monday to Thursday and 9:00 am-5:00 pm on Friday

. Training hours are from 8:30 a.m. to 4:30 p.m. and can last up to six weeks.


As a Customer Experience Associate, you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding Kitco's full range of products and services. Motivated by being an advocate for the customer and providing an exceptional customer experience, you will actively promote and sell products and services that matter to our clients based on their individual needs and goals.

ESSENTIAL FUNCTIONS AND TASKS:

The responsibilities of this position include, but are not limited to the following:

Deal directly with customers over the phone or through written correspondence. Adhering to service levels and schedules. Provide consistent, prompt, and professional customer service throughout all channels of communication. Optimize sales from inbound/outbound calls and through online chat. Provide customers with current product and service information. New account creation (lead generation initiatives). Manage customer accounts by ensuring accuracy, and record-keeping of both interactions and transactions. Communicate and coordinate with internal departments. Adhere to all Precious Metals department policies and procedures. Advocate for the customer - ensure their voice is heard at Kitco. All other tasks as needed.

REQUIRED SKILLS AND COMPETENCIES:

Bilingual (English/French); Fluency in a third language such as Spanish and/or Mandarin would be an asset. Excellent English written and verbal communication skills. Ability to prioritize and handle multiple tasks. Creative problem-solving, anticipating the unexpected, and having solutions readily available. Ability to accomplish goals and objectives on time with a focus on quality. College Degree in a related discipline (ex; Finance, Accounting, Economics, Business). Fully proficient with MS Office, Outlook, and Excel. 3 years of experience as a Customer Service Representative. Committed to increasing customer satisfaction and building lasting relationships. Sales- and service-oriented with a demonstrated ability to listen actively, identify sales opportunities, first-call resolution and problem-solving. Strong time management, communication, and negotiation skills. Attention to detail in a fast-paced environment. Demonstrated flexibility to adapt to a constantly changing environment. Team player with strong interpersonal skills. Positive and energetic attitude. Passionate about learning.


First line of communication with a mainly American clientele.

Written communication with customers and colleagues outside Quebec, as well as with partners and vendors. Need to be familiar with the various regulations in force in the different American states. Ability to modify and draft contracts for English-speaking clients.

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APERCU

Le candidat selectionne travaillera a temps plein, 37,5 heures par semaine,

entre 10 h et 20:30 h du lundi au jeudi et de 9 h a 17 h le vendredi

. Les heures de formation se deroulent de 8 h 30 a 16 h 30 et peuvent durer jusqu'a six semaines.


En tant qu'associe de l'experience client, vous serez un expert de premiere ligne de confiance habilite a fournir des informations et des solutions aux clients existants et potentiels concernant la gamme complete de produits et de services de Kitco. Motive(e) a defendre les interets des clients et a leur offrir une experience exceptionnelle, vous ferez activement la promotion et la vente des produits et services qui comptent pour nos clients en fonction de leurs besoins et de leurs objectifs individuels.

FONCTIONS ET TACHES ESSENTIELLES :

Les responsabilites de ce poste incluent, mais ne sont pas limitees a ce qui suit :

Traiter directement avec les clients par telephone ou par correspondance ecrite. Respecter les niveaux de service et les horaires Fournir un service a la clientele coherent, rapide et professionnel a travers tous les canaux de communication. Optimiser les ventes a partir des appels entrants/sortants et par le biais du chat en ligne Fournir aux clients des informations actualisees sur les produits et les services Creation de nouveaux comptes (initiatives de generation de leads) Gerer les comptes clients en veillant a l'exactitude et a l'enregistrement des interactions et des transactions. Communiquer et coordonner avec les departements internes Respecter l'ensemble des politiques et procedures du departement Metaux Precieux Defendre les interets des clients - s'assurer que leur voix est entendue chez Kitco. Toutes les autres taches necessaires.

APTITUDES ET COMPETENCES REQUISES :

Bilingue (anglais/francais) ; la maitrise d'une troisieme langue telle que l'espagnol et/ou le mandarin serait un atout. Excellentes aptitudes a la communication ecrite et orale en anglais. Capacite a etablir des priorites et a gerer des taches multiples. Capacite a resoudre les problemes de maniere creative, a anticiper l'inattendu et a disposer de solutions a portee de main. Capacite a atteindre les objectifs dans les delais impartis, en mettant l'accent sur la qualite. Diplome universitaire dans une discipline connexe (ex : finance, comptabilite, economie, commerce). Maitrise de MS Office, Outlook et Excel. 3 ans d'experience en tant que representant du service a la clientele. Engage a accroitre la satisfaction des clients et a etablir des relations durables Oriente vers la vente et le service avec une capacite demontree d'ecoute active, d'identification des opportunites de vente, de resolution au premier appel et de resolution de problemes. Solides competences en matiere de gestion du temps, de communication et de negociation. Souci du detail dans un environnement en evolution rapide. Flexibilite demontree pour s'adapter a un environnement en constante evolution. Esprit d'equipe et solides competences interpersonnelles. Attitude positive et energique. Passionne par l'apprentissage.


Premiere ligne de communication avec une clientele essentiellement americaine.

Communication ecrite avec des clients et des collegues hors du Quebec, ainsi qu'avec des partenaires et des vendeurs. Necessite de connaitre les diverses reglementations en vigueur dans les differents Etats americains. Capacite a modifier et a rediger des contrats pour des clients anglophones.

About Kitco Metals Inc.:

Founded in 1977, Kitco Metals Inc. is headquartered in Montreal and has offices in New York and Hong Kong. Kitco is one of the largest retailers of precious metals in the world, and a specialized supplier of refining services. The company is an authorized reseller of products made by some of the most prestigious government mints. Kitco's website, the world's #1 precious metals reference, is visited by close to a million people every day. A leading industry innovator, Kitco was one of the first precious metal companies to offer free real-time market information applications for smart phones.