Bilingual Client Services Representative

Position Summary

To provide a high level of customer service support to the Companys customers in order to ensure customer satisfaction. This is a hybrid position with an office location in Kitchener.

Location: Kitchener ON

Work Setting: Hybrid

Language Requirement: This position requires professional fluency in French and English (written and spoken).

Responsibilities

• Provide a high level of customer service to ensure customer satisfaction with the Companys products and services through high volume of telephone calls and email.
• Interact with customers regarding placing orders status checks rushes warranties service/repair C/R requests and providing quotes and related issues.
• Establish and maintain productive working relationships with customers.
• Process orders and liaise between Operations Customer Service Audiology Finance and Distribution to ensure that all orders are logged tracked and maintained accurately via scanning and order entry into the Navision database and appropriate follow through to ensure customer requirements are met satisfactorily.
• Prepare appropriate paperwork where necessary.
• Enter customer complaints and problems regarding services products billings and issues resulting in appropriate resolution. May require assistance from the Audiology team when appropriate.
• Develop broad knowledge base related to services products programs regulations/legislation technologies and marketing strategies to meet Company goals.
• Maintain accurate records and process adherence
• Provide elevated service to internal team acts as a mentor based on experience
• Supporting customers and team through different programs ie: call monitoring concierge program QCing new CSRs orders Provide basic product and technical assistance to customers.
• Participate in product launches/customer events when needed.
• Follow-up with customers on production queries as they relate to specific orders.
• Provide backorder status to customers.
• Assist other team members in the Client Service department when necessary.
• May perform special projects as required.

Education and Related Experience

• High school diploma or equivalent is required. Post-secondary diploma or degree in sales customer service marketing office administration business administration or related field is preferred.
• Excellent verbal and written communication skills to interact with customers.
• Fluency in both English and French are required.

Why should you work with us

• Competitive salary with annual reviews
• Excellent medical benefits; including dental vision and health Employee Assistance Program
• Group RRSP contributions
• 3 weeks of vacation
• Fitness/exercise spending account
• Dynamic work atmosphere
• Career development programs and opportunities