Customer Service Representative

Duties/Responsibilities

• Interacts with customers via telephone, email, and online chat, to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Monitors customer orders while working with the purchasing department to ensure meeting customer requirements are met.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to re solve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Full cycle procedure of Sales & Returns.
• Performs other related duties as assigned, including occasional backup in administrative requirements.

Required Skills/Abilities

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills (Word, Excel, Outlook) and intermediate knowledge of Microsoft Dynamic 365 Business Central with the ability to learn new software.
• Able to multi-task and work in a high-paced environment.
• Bilingual in French and English.
• High school diploma or equivalent.
• 3+ years' customer service experience required.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.