Bilingual CS/Order Desk Representative

52K

Benefits Included

Account Manager: Marijke Kanters

Description

Great new hybrid opportunity for a Bilingual Customer Service /Order Desk Representative with a global organization. Full time, permanent opportunity in Aurora, ON. 2 days in office and 3 days work from home. Full benefits after 3 months and profit sharing opportunity. Hours: Monday - Friday 9.00 am - 5.00 pm.

Responsibilities

• Responds to calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required;
• Logs calls and emails into the appropriate tracking systems and escalates issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions;
• Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s);
• Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues;
• Attends team huddles to receive current updates on issues, concerns and promotions;
• Attends one-on-one meetings to track monthly productivity scores and identify areas for improvement;
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained;
• Accountable for personal statistics plus team goals;
• Work overtime as required;
• Work as part of a team, follow and adhere to organization’s code of ethics and participate in the Continuous Improvements efforts;
• Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures;
• Support and contribute to a healthy and safe work environment by following all workplace regulations, policies, and initiatives.

Qualifications

• Post-secondary education completed;
• Minimum 2 years of relevant Customer Service experience, in a fast-paced environment;
• 2 Years of Order Desk experience is a must;
• Must be fluent in English and French with the ability to communicate effectively and professionally with customers and employees;
• Supply Chain Management experience is an asset;
• Excellent attention to detail and a high level of accuracy;
• This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects;
• Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships;
• Requires an understanding of inter-related work processes to be able to adapt to differing assignments;
• Professional manner, tact, diplomacy and discretion in dealing with store level and central office including senior management;
• Able to work with diverse personalities and styles;
• Communicates with clarity, verbally and in one on one or group situations, or over the telephone;
• Communicates well in writing (i.e. e-mail) by composing clear documents.