Bilingual Customer Service Representative

Our client is a dynamic organization that is a leading integrator of innovative software and hardware products, solutions, and services. Their award-winning solutions enable customers to save time and money. They have engaged ROSS (www.getROSS.com) to search for a Bilingual Customer Service Representative.

ROSS is an innovative leader in Recruitment Process Outsourcing (RPO), Recruitment Augmentation, and People Strategies; we are People Specialists helping companies align their People Strategy with their Business Growth. Our unique model truly creates strategic alignment between the goals of hiring managers, HR professionals, recruiters, and career/contract seekers.

The Bilingual Customer Service Representative will act as first line support for customers seeking technical support on their software and/or hardware products. You will provide customers with an incident ticket, assign the appropriate resources, and track the timely resolution of the incident.

You will also be responsible for administrating the company’s service contracts, which includes advising customers, quoting customers, and engaging sales representatives to help close contract renewals.

This position also requires the timely updating of the company’s incident ticketing system, accounting, and customer contact systems. Some sales support functions are also expected particularly for Quebec based customers and this includes sales order entry, small order quoting, and tracking sales orders.

You Will…

• Handle customer support for both hardware and software products, collect information, and either problem-solve or escalate to an internal or third-party support person.
• Monitor the support all through the typical life cycle and perform call follow-up with internal or third-party technicians.
• Ensure calls for support get resolved according to metrics.
• Convert call information into knowledge base data.
• Provide feedback to customers on status of outstanding incidents.
• Update the various systems (CRM, MAS90, BEAM) with support calls.
• Develop good relations with the Software Manager and National Service Manager by completing tasks and duties in a timely manner and advising them on the status of support KPI’s and metrics.
• Assist project managers on various projects e.g. coordinate administrative paperwork associated with projects, update schedules, update documents on the company portal.
• Contact target customer groups for special product offerings and campaigns.

You Have…

• University degree, college diploma, or equivalent combination of education and experience.
• 3-5 years of customer service experience in a high-growth technology environment.
• Excellent bilingual written and oral skills in French and English.
• Ability to foster and maintain high-level customer relationships at various levels within an organization.
• Must have experience with PC software, Microsoft Office products including CRM package.
• Professional telephone manner and a commitment to customer satisfaction, retention, and loyalty.
• Ability to work independently in a fast-paced team-oriented environment.
• Strong multi-tasking, negotiation, and decision-making skills.

Competencies

• Customer Empathy and Focus
• Passion for Excellence & Integrity
• Tenacity and Resilience
• Team Spirit