French-Canadian Customer Service Specialist

Norwell, MA 02061

Posted: 10/12/2018 Industry: Consumer Products Pay Rate: $18/hour plus

The Customer Service 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.

Looking for a bilingual candidate in French-Canadian and English.

  • Converses or corresponds with 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, website 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.

 

Education and/or Experience

  • High School Diploma or equivalent.
  • 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.

Language Skills

  • Must be fluent in both oral and written English.
  • Written and verbal fluency in French is highly preferred, specifically the French Canadian dialect.

Physical Demands, Including Travel

  • Must be able to sit for long periods of time in front of a computer screen.
  • Must be able to use a standard telephone and headset.

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Andrew Romans

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