Customer Service Representative (Bilingual - French)
RemoteCanada
Job Summary
Process customer orders, inquiries, and complaints for Prosthetics and Orthotics via telephone, email, fax, and mail. Assist callers with site tours, account sign-ups, pricing, and Return Authorizations while accurately inputting data into the SAP system. Resolve shipping issues, back orders, and credits by acting as a liaison between departments and ensuring all forms comply with Health Canada regulations. Maintain department metrics including clearing all messages by end of day, keeping average call wait times under 20 seconds, and increasing the Net Promoter Score through regular customer surveys. Cross-sell products using complete knowledge of all company lines while supporting the team in a remote environment with a minimum 50Mbps internet connection.
Required Qualifications
- College Business Diploma
- Proven French and English language skills – written and verbal
- Minimum of 3 years customer service experience in a call center/team environment
- Excellent conflict resolution, negotiation, and objection handling skills
- Able to multi-task – work on several orders simultaneously
- Able to deal with people in a sensitive, tactful and diplomatic manner while being professional at all times
- Adaptable to change and committed to continuous learning
- Strong time management skills with the ability to follow established procedures and uphold company values
- PC Skills – MSOffice, Supply Chain Management System (SAP)
- Keyboard and data entry skills
- Able to maintain flexible hours
- Ability to work remotely with at home office space and internet connection of 50Mbps minimum if no additional devices are on the same network
- Required to have very limited to no distractions during scheduled shift
- 6+ hours per day sitting
- 6+ hours per day talking and typing
- The successful candidate must be comfortable working within a matrix reporting work environment
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