Job Purpose Summary - As a member of our dynamic Customer Support team, this role is accountable for providing outstanding customer service in English and French and support through the resolution of customer inquiries and scheduling.
In doing so, you will enhance customer relationships, building customer loyalty through the delivery of accurate and timely information.
To assist you in providing this service, you will be responsible for navigating our computer systems to track calls, gather information, and effectively resolve current and potential customer issues through accurate dispatch assistance.
Essential Duties and Responsibilities
Provide assistance (in English and French) to a wide range of external clients who are requesting information, explanations, database support, written materials, data reports and / or return authorizations.
Customer Service Representatives respond to : Telephone inquiries Email inquiries Fax inquiries Written inquiries
Ensure that customer service needs are met by adhering to client specific written policies and procedures and a Stericycle Code of Conduct.
Point of contact for inbound dispatch Call Center
Handling complaints and concerns raised by customers regarding programs / services with empathy and referring unresolved concerns to the appropriate person.
Easily access internal and external information and resource products using information technology tools which support the work of the customer service representative (e.
g. databases, manuals, Intranet) to ensure reliable and accurate information is provided to customers.
Perform clerical and administrative services, including word processing, to support the customer service function and ongoing activities at the site.
Perform other related duties as required or requested.
Skills and Knowledge -
Superior interpersonal skills and customer focused mindset are essential
Bilingual in French and English a must!
Effective listening skills along with excellent communication abilities are a necessity
Proven ability to multi-task proficiently in a fast paced and performance driven environment
Education and Experience Required
1-3 years of previous customer service or call centre experience
College diploma / post secondary education or equivalent work experience
Proficient in Microsoft Office environment and Internet applications
Compensation The rate of pay will be determined pursuant to the qualifications of the successful candidate.