The Online Customer Care Representative’s role is to contribute to the customer experience by delivering outstanding customer care to existing and potential clients online, on our social media, live chat and listing sites.
This includes responding to all online reviews, inquiries and complaints on behalf of our many locations throughout Canada and the USA.
Respond promptly to every inquiry, comment or complaint using a specific platform;
Adapt communication to various customers’ requests;
Recognize sensitive cases and escalate them in timely fashion;
Strive for 100% resolution and tremendous customer experience;
Coordinate with internal teams and network for speedy resolution;
Take the extra mile to engage customers;
Meet specific KPIs on resolution and customer satisfaction, with the will to exceed expectations;
Focus on customer experience by having a consistent tone and being on brand during each interaction.
Participate actively and positively in team meetings;
Work with internal departments to meet our customers' needs;
Transform inquiries into potential sales;
Realize other tasks required by the project assigned;
Want to develop new skills through a training development plan, self-training or various mandates.
Organizational Unit Admin Canada ->
Service à la Clientèle Job Requirements
College degree required.
1-3 years’ experience in online customer service and / or sales.
Experience in social media content management on various platforms.
Bilingualism, French and English (written and spoken); English is a must.
Proven skills in problem-solving and conflict resolution.
Ability to demonstrate a positive and empathetic attitude in written communications.
Ability to identify priorities and level of inquiry.
Demonstrated capacity to navigate difficult situations with calm.
Able to organize and monitor activities in a multitask and fast pace environment.
Excellent communication skills, oral as well as written, and exceptional spelling / syntax.
Efficient data entry ability, mostly in English.
Proficiency in MS Office Suite (Excel), Windows, Email and Internet researchs
Expertise in social media content management, live chat, listing sites.
Knowledge of Online surveys, an asset.
Capacity to navigate quickly through screens on computers.
Category Administrative Career Level Experienced (Non-Manager)