Bilingual Customer Service Rep
Norwell, (none selected)
he Customer Support Specialist receives callers, determines nature of business, and directs/assists callers. The Specialist communicates, investigates and resolves various Customer and Sales Force inquiries, adjustments, and concerns and is responsible for organizing and sharing a great deal of information regarding the company and its policies, procedures, systems and programs.
Essential duties and responsibilities include, but are not limited to, the following:
- Converses or corresponds with our Customers, Sales force, shipping services and internal departments such as Finance, Sales, Business Operations, and Distribution to obtain facts regarding customer concerns.
- Examines pertinent information to determine accuracy of customer concerns, responsibility for errors, and steps necessary for prompt resolution.
- Notifies customer and designated personnel of findings, adjustments, and recommendations.
- Recommend to Management process improvements for product, ordering, shipping methods, service, billing methods, etc. in an effort to improve efficiency and satisfaction for customers.
- Answer all incoming calls in accordance with established standards of performance and efficiently maintain log of calls and resolutions.
- Assists with various outgoing calls (i.e. surveys, informational, congratulations, etc.) as needed.
- Understand and support contests, offers and promotions.
- Access specified sites on the Internet for package tracking, Company site inquiries, credit card approvals, etc.
- Support the Field with inquiries regarding online ordering, site navigation and errors.
- Assists the Business Operations group with keying orders, UPS claim research, manual redemption of certificates.
- Assists other business units with occasional projects as needed
Education and/or Experience
- High School Diploma or equivalent.
- Excellent typing skills and a general aptitude with technology.
- Experience using a customer relationship management (CRM) system is preferred.
- Experience with heavy call volume is preferred.
- Pleasant telephone manner; must be cheerful and exercise diplomacy at all times.
- Must be fluent in both oral and written English.
- Written and verbal fluency in French is highly preferred, specifically the French Canadian dialect.
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