Bilingual Customer Service Representative
Staples, Inc
Mississauga, ON CA
27d ago

Description Purpose of Job Respond to our customers in a professional and courteous manner. Process orders, returns and resolve customers’ order problems.

Use accepted Staples practices to ensure the delivery of outstanding service to all of our customers via phone, chat, fax or email.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Process orders accurately, following documented customer-specific requirements.
  • Assist customers on finding the right products for their needs. Process special order requests if we don’t carry needed products in stock.
  • Provide pricing and product availability information based on information available in the order management system.
  • Proactively offer the customer suggestions to ensure they have a complete solution to their office needs.
  • Encourage customers who don’t currently use our on-line ordering tool (EWAY) to do so. Assist them to gain access to the website and educate them on on-
  • line ordering capabilities and features.

  • Provide first-level support for questions and issues regarding the use of E-Way, including resolving E-way exception errors and processing E-
  • way return requests. Engage next-level support to resolve EWAY issues as necessary.

  • Provide delivery and order status information to customers.
  • Initiate follow-up and provide a solution for order and delivery issues.
  • Provide timely backorder information and alternate product recommendations to customers when required.
  • Educate customers on specific corporate requirements and procedures such as environmental surcharges.
  • Communicate to team members and CS management all and any updates and pertinent customer information. This may include updates to account information or requested changes to procedure.
  • Record all contacts in the customer contact tracking tool to ensure proper and accurate information is available.
  • Issue credits and re-bill customers as requested.
  • Partner with Sales, Distribution, Purchasing and other departments as needed to solve customer’s issues.
  • Additional duties as assigned.
  • KNOWLEDGE / SKILL REQUIREMENTS

  • Excellent interpersonal and communication skills
  • Proficient typing skills; familiar with Windows environment
  • Professional and courteous manner. Ability to maintain composure during stressful situations.
  • Team player
  • Ability to work in a fast paced environment.
  • Excellent problem solving skills
  • Self-motivated
  • PHYSICAL DEMANDS / WORKING CONDITIONS

  • Comfortable with sitting at a desk for extended periods of time.
  • Experience

  • Previous experience in customer service and dealing with customer complaints
  • Bilingual in French and English
  • Education

  • High School Diploma or equivalent
  • Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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