Bilingual Customer Services Representative (Edmonton)

Description A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish. In this role, you will: - Maintain an appropriate level of knowledge of product and services - Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support - Offer value-added solutions and promote customer loyalty by providing exceptional customer support - Continue to develop awareness of competitor products and key comparative details - Develop appropriate level of knowledge of systems and update customer records and internal documents daily - Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution - Identify issues that need to be escalated to higher levels of support - Follow established processes and contribute to development of enhanced processes - Develop an understanding of authority levels for customer appeasement - Meet the minimum target for KPIs based on level - Other duties as reasonably assigned Qualifications - 1+ year experience working in a call center setting - Perfect written English and French - A passion for providing exceptional customer service - Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible - Sales experience; a proven ability to take customer queries and turn them into closed sales - Able to correspond in multiple tones to cater for different audiences in various situations - Understanding of customer service best practices, communication, and customer de-escalation to promote business goals - Proven aptitude to function within deadlines, while working both independently and as part of a team - Strong multi-tasking skills, highly organized - Qualified and positive attitude - Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST - Hourly position: 40 hours a week, rotating weekends and holidays Apply on Kit Job: kitjob.ca/job/2piy9n