- (Reference :854663)
Bilingual Operations Support Specialist
- As soon as possible
- To be discussed
The Bilingual Operations Support Specialist analyzes, corrects, owns, and completes any assigned transactions, providing timely resolution for Customer issues. As well, they are required to support Contact Centre Associates, interact with diverse internal and external contacts, and customers, in order to secure resolutions in a timely manner. They must consistently provide excellent service to our internal and external customers including proactive notification of delayed deliveries and offering of substitute items.
Acting as an extension of Customer Care and the prime support to the National Care Team, this role is crucial in understanding trends, servicing internal colleagues and ensuring closed loop actions are completed in an extremely timely fashion.
Proactively notify customers from the LOD (Left of Dock), RBD (Return by Driver) and non-conformance reports to ensure proactive steps are taken to alert customers of delays. Ensures that follow-up with end users are completed and all customer expectations met. (20%)
Assist with Escalated concerns and calls from internal and external customers. Ensure all issues that are escalated are owned and followed up until completion. (20%)
Support the needs, questions and inquiries from the contact centre associates as needed. (10%)
Assist the general Contact Centre Team by faxing any required documents to customers. Ensure faxes are successfully received and customer needs are met. (10%)
Works collaboratively with peers and other departments, keeping appropriate individuals informed to assure positive customer relations are maintained. Supports a continuous improvement culture. (10%
Respond to internal and external customer inquiries for price quotes, availability of stock, product information, etc. Building and maintaining confidence through correctly answering questions, offering suggestions and relaying information regarding policies and procedures. (5%)
Analyze each issue for trends and possible permanent resolutions; report all such trends to Team Managers, Reporting Analysts or Contact Centre Managers. (5%)
Perform customer care responsibilities when needed by answering inbound calls and assisting customers as required. (5%)
Provides ongoing support to the customer care team and fellow colleagues / peers. Answers questions, investigates and resolves any procedural problems for internal customers. Creates a positive, lasting rapport with all contacts and provides feedback and coaching to improve the customer experience. Meets and maintains department production standards. (10%)
Answers product inquiries, delivery / warehouse inquiries and pricing questions. Offers expertise in dealing with customers makes recommendations and provides quick and immediate support to all CCS’s. Builds and maintains confidence and consistency by assisting with accurate and concise answers in all contact centre processes and procedures. (5%)
Daily interface with customer care associates, sales representatives, purchasing personnel, warehouse, delivery personnel regarding customer requests. Occasional interactions with vendors.
This position is available in either Boucherville or Mississauga.
- Important - 1 year previous call centre, retail, or customer s
- Important - Successful completion of high school diploma
- Essential - Bilingualism in English and French