416.218.1112
Beyond Bilingual Inc.
Published
August 11, 2020
Location
Mississauga, Canada
Category
Job Type
Job ID Number
CSR54
Candidate must be Bilingual
Yes
Job Function
Customer Service

Description

The primary responsibilities of a Consultant Support Representative are to provide exceptional support to Consultants. This requires having a broad understanding of all aspects of Consultant Support topics and a good command of resources available to deliver single contact resolution.

This includes:

Confer with consultants or customers via telephone and act as an information resource by giving accurate, complete and timely responses regarding basic inquiries about product, commissions, shipping information, events, policies, and procedures

  • Receive and respond to inquiries from consultants or customers via email and other forms of electronic and non-electronic communication
  • Utilize available resources in order to obtain the goal of single contact resolution
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments as well as actions taken in the database utilized by the Consultant Support department

Responsibilities

  • Manage the official French-Canadian Facebook page including moderation and approval of all posts
  • Complete all assigned special projects in an accurate and timely manner
  • Attend all required training and coaching sessions
  • Perform all other assigned tasks and requirements as needed
  • Assist with translations as needed

Skills Required

Adhere to all established procedures, policies, and safety rules as outlined by the Company
· 40 hours per week; some overtime may be required
· Adhere to schedule set forth in Workforce Management
· Expected to be punctual
· Travel between buildings may be required
· Expected to consistently meet the productivity standards of a Consultant Support Representative as defined by Leadership
· Expected to maintain an acceptable level of quality scores as defined by the Quality and Leadership team
· Knowledge, Skills, and Abilities:
· Must have exceptional customer service skills
· Must possess clear and direct written and verbal communication skills in order to convey information effectively
· Must be able to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
· Must be able to read, write, and communicate fluently in English
· Ability to recognize when a situation needs to be escalated
· Ability to organize, prioritize, and use time effectively
· Ability to solve straight forward problems and seek guidance when needed
· Ability to use good judgment
· Ability to make sound decisions within a limited scope
· Must be respectful, cheerful, and pleasant with a helpful attitude
· A basic understanding of Direct Sales business model is preferred
· Possess basic knowledge of our business, values and culture
· Working knowledge of computers and all applicable software including the and Microsoft Word and Excel
· Work is generally sedentary in nature, but may require standing and walking up to 10% of the time
· Ability to work at a computer station and view a computer screen for extended periods of time

Qualifications

  • High School Diploma or equivalent
  • 1-3 years as a call center agent and/or 1 year customer service experience
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