Bilingual Customer Support Advisor
Duties and Responsibilities :
Contributes to the development and maintenance of standards, policies and procedures regarding customer service.
Answers customer inquiries and communications as required.
Attends regularly scheduled support meetings.
Maintain detailed reports of customer service calls including inquiry descriptions and resolutions.
Works closely with TradeRev’s online customer support platform.
Builds, maintains and updates TradeRev’s online support tools and documentation.
Deals with angry or frustrated customers in a professional and diffusing manner.
Handle specific customer inquiries regarding technical support, arbitration and transportation and handles online auction questions and problems.
Liaises with other staff and departments as necessary to assist and support customers.
Assists potential new customers by answering product and service questions and encouraging them to use TradeRev.
Assists new customers with registration to become a TradeRev user.
Assist customers with payment processing in relation to Direct Depots and floor plan financing functions.
Updates existing customer records as necessary.
Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting the correction and following up to ensure resolution.
Other duties as required.
Desired Skills and Experience :
High School Diploma or equivalent required. Bachelors degree preferred.
A minimum of 2 years proven customer support or service experience is required.
Excellent customer service orientation. Front line customer service experience is an asset.
Excellent interpersonal and communication skills and a collaborative team player.
Excellent time management and organizational skills.
Ability to maintain calm and diplomacy in dispute resolution situations
Experience and working knowledge of Microsoft Office applications including Excel, Word and Outlook.
Experience with online customer support or ticketing platforms (eg. ZenDesk, Salesforce).
Active listening and superb phone skills.
Strong verbal and written communication skill required.
Strong documentation and organizational skills.
Automotive industry experience in retail and wholesale and / or technology or inventory management solutions preferred.
Experience with automobile brands, equipment, mechanics an asset.
Must be tech savvy