Représentant·e, Service aux consommateurs Customer Service Rep

Assister les clients en cas de problème avec les produits, les services ou le site Web. Receives inquiries from customers via various medians (telephone, email, fax, and web) and communicates responses effectively. Processes orders, explains products or services and answers questions from customers and the Sales Department. Effectively handles customer interactions greets, evaluates inquiry, provides appropriate assistance, accurately processes orders, e-mails and other customer communications, and follows through to ensure customer needs are met in a timely effective manner. Offers alternative solutions where appropriate to resolve customer issues with the objective of retaining customer's business with one call resolution. If necessary, follows-up with customer to ensure appropriate action was taken and the issue has been resolved to the customer's satisfaction. Must document all customer interactions as required. Introduces, educates and builds relationships with existing and potential customers, prioritizing opportunities. Audit and maintains accurate customer information. May call customers to obtain feedback; orders; promote targeted products; verify ordering, address, and billing information. Guides customer through troubleshooting with products, services, or website. Investigates and resolves or reports customer problems. Maintains strong working knowledge of our website from a customer experience perspective to be able to assist with general problem solving for web users. Utilizes a multitude of systems to gather, process, log and retrieve, and communicate information. Navigates through multiple systems, computer screens, and resource files, to perform or complete customer activity. Works closely and maintains a good working relationship with 3PLs. Works cooperatively with peers and other departments, keeping appropriate individuals informed to ensure positive customer relations are maintained. Successfully completes required customer service training and attends required meetings. Provides feedback on system needs and changes. Meets or exceeds department goals related to service level metrics, quality of service and other department measures, KPIs and expectations. Maintains a balance between handle time, quality, and meeting customer demands Works effectively under time constraints and maintains a high level of accuracy Continually develops and maintains working knowledge of Keurig Canada products, programs as well as competitor information and utilizes this knowledge to assist customers in product comparison and selection. Communicates, when necessary, a sense of urgency when it comes to customer satisfaction. Seizes selling opportunities through knowledge of products, understanding customer needs and presenting recommendations of alternatives to customers. Diplôme d'études collégiales en administration ou l'équivalent. Expérience de travail dans un centre d'appels, en service à la clientèle ou dans le commerce de détail requise. Deux ans d'expérience minimum au sein d'une équipe de service à la clientèle à l'arrivée. Bilinguisme parfait requis (français et anglais, parlé et écrit) Diploma of college studies in administration or the equivalent. Previous call center and/or customer service and/or retail experience required. Minimum of 2 years' experience in an inbound Customer Service Department. Perfectly bilingual (French and English, spoken and written). Possess advanced customer service skills and ability to retain customers. Must have excellent phone etiquette and customer interaction techniques (i.e. active & reflective listening; paraphrasing; repeating customer statements, empathy; professional language; voice quality and control; remain calm and courteous when handling difficult calls/request). Strong problem solving and complaint resolution skills. Flexible, positive, courteous, deadline-oriented professionals who are committed to providing patient, knowledgeable, and timely customer service. Strong interpersonal and persuasive skills to communicate with all levels of operation, organization and customers. Strong oral and written communication skills, including accurate grammar and business correspondence knowledge. Excellent organizational skills required to prioritize and perform multiple tasks in a fast-paced environment, with focused attention to detail. Ability to abstract information from multiple sources and input detailed, accurate information. Ability to compare, summarize and analyze information found to service consumer needs. Energetic and able to thrive in a fast-paced environment.