Customer Experience Representative (Montreal)

Responsibilities

• Stays current on all platforms used to conduct sales and order placement.
• Provides retailers with support for their online activities.
• Embraces change and applies new training knowledge regularly.
• Achieves proficiency with company policies and marketing programs around promotions, freight policy, product information.
• Supplies information to customers about orders, delivery, product availability, pricing, and promotions.
• Communicates with Logistics personnel to coordinate special delivery requirements and to resolve problems with product availability.
• Maintains accountability and a cheerful demeanor while handling inquiries, building strong relationships with customers and colleagues.
• Exhibits flexibility and creativity to meet customer experience expectations.
• Obtains and evaluates relevant information to handle inquiries and complaints and either resolve customer issues or properly escalate.
• Consistently delivers excellent customer service over the phone and in writing.
• Demonstrates emotional intelligence, working effectively with diverse individuals and actively seeking feedback for professional growth.
• Navigates systems, procedures, and other resources adeptly to provide accurate and prompt resolution to customer inquiries.
• Prioritizes and manages multiple tasks simultaneously in an office environment with tight deadlines.
• Performs other duties as assigned.

Qualifications

• Must be bilingual in Canadian French
• Minimum of 2 years' customer contact center experience preferred
• Strong customer service focus
• Demonstrated ability to prioritize and perform multiple tasks
• Good organizational skills; detail oriented; self-starter
• Excellent verbal, written and telephone communication skills
• Advanced knowledge of Windows, MS Office Suite, and browser use required
• Demonstrated ability to multi-task with keyboarding and phone required
• Must be able to work in a team environment
• Ability to work occasional overtime is needed
• Effective problem-solving skills
• Ability to aggregate substantial amounts of information to apply to customer interactions

Physical Requirements

• Prolonged periods of sitting at a desk working on a computer
• Frequent use of hands and fingers for typing, writing, and handling documents
• Visual activity required for reviewing documents, spreadsheets, and computer screens
• Occasional standing, walking, and reaching within the office environment
• Ability to lift up to 15 lbs. occasionally (e.g. files, boxes of documents)

Pay

CAD $40,600.00 - CAD $56,900.00 /Yr.