The Client Services Representative supports the Company’s efforts to ensure full satisfaction of its external and internal customers.
The incumbent handles customer inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
Offers alternative solutions where appropriate, with the objective of retaining customer's business.
Primary Responsibilities :
Working in our call centre, handling all store and ecommerce customer communications : inquiries, concerns, complaints, escalations, comments.
Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues in accordance with established policies and procedures.
Offering exceptional first level technical and general support to our stores in order for them to provide a world class shopping experience to our customers.
Documenting, tracking and following through on all Customer Service calls.
Providing customer service support to internal sales team and Head Office employees
Support ecommerce sales with effective communication to our customers as it relates to the product, promotions, returns and exchanges policies.
Identifying opportunities for improvement within our current Customer Service practices and systems. Identifying opportunities to increase brand loyalty.
Participating in special projects as required.
Qualifications and competencies :
College degree (DEC, Technical diploma, Community college diploma)
At least one year, less than two years
1 to 2 years of experience in a similar customer service role / Call Centre Experience
Retail and / or Sales experience would be an asset;
Experience with E-Commerce customer service would be an asset
Strong computer skills including knowledge of Windows and Excel, Internet
Highly customer service oriented, enjoy handling and resolving situations;
Perfectly Bilingual (French and English) written and spoken;
Excellent verbal communication and writing abilities;
Detail-oriented, organized, a strong team player, flexible and able to multi-task
Available to work different shifts such as days, evenings, weekends and holidays (Call Center Hours of Operation are Monday to Friday, from 7 : 30 a.
m. to 6 : 00 p.m., and Saturday and Sunday, from 8 : 00 a.m. to 4 : 00 p.m.)
Explain a situation, give advice. Requires an approach centered on empathy and the ability to summarize and vulgarize information
Creativity required for the adaptation and improvement of work processes.