Bilingual French Customer Care Representative - Remote

Responsibilities

• Provide exceptional customer service support for the Rewards Programs (loyalty marketing platforms).
• Provide high-level customer and dealer support via multiple channels (phone, chat, email, mail).
• Perform technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information/questions.
• Ensure timely, professional, and accurate customer service within contractual metrics.
• Maneuver effortlessly through digital and voice communication channels to provide prompt, courteous, and accurate information.
• Utilize available resources to accurately respond to customer inquiries via appropriate channels.
• Correspond with customers via mail channel as appropriate.
• Review customer concerns and inquiries, determine appropriate actions using job aids and desktop tools, and take action.
• May be assigned to specialize but will be cross-trained to support functions.
• Provide inbound helpdesk support for members, dealers, and region employees on issues including user access, promotion information, site navigation, system errors/performance, billing, reporting, and dealer list uploads.
• Assist dealers and field personnel with website assistance.
• Support dealer enrollment process.
• Review dealer parts statements.
• Process program cancellation requests.
• Determine appropriate escalation route for complex issues based on required expertise.
• Document status of all interactions, indicating outcome and follow-up requirements.
• Establish rapport and build brand confidence by proactively promoting products/services.
• Take personal ownership and accountability for meeting customer needs, demonstrating empathy, enthusiasm, skill, and expertise.
• Achieve ‘world‑class’ service defined as a uniquely pleasant experience, valuable service, and customer education.
• Utilize call‑specific applications to obtain correct answers for customers.
• Document all actions in the appropriate call tracking