Bilingual Customer Experience Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver exceptional customer service, support, and assistance to both external clients and internal departments.

• Communicate with sales team members via phone or email.

• Execute daily administration and coordination of customer service operations.

• Collaborate with the sales team to arrange in-field support.

• Work alongside Marketing and coordinate with the Distribution Centre for the shipment of regular sales supply orders.

• Prepare marketing and sales materials, as well as point-of-sale (POS) materials.

• Maintain a comprehensive understanding of Sym-Tech products.

• Achieve or surpass monthly call center performance targets, including call quality and performance metrics.

• Accurately complete the necessary documentation for each transaction and ensure CRM records are current.

• Collaborate closely with Accounting to ensure precise processing of cancellations, refunds, and adjustments.

• Undertake additional duties, tasks, and projects as assigned by Management.

⛳️ Requirements

• Minimum of 3 years of customer service experience or relevant industry background.

• Proficient in both written and spoken French and English.

• Strong passion and commitment to consistently deliver a superior customer experience with compassion.

• Energetic, friendly, outgoing, proactive demeanor, along with strong phone business acumen.

• Ability to quickly learn new processes, prioritize tasks, and thrive under pressure in a fast-paced environment.

• Proven adaptability to changing situations.

• Excellent written and verbal communication abilities.

• Demonstrated experience in customer escalation, conflict resolution, and negotiation.

• Strong problem-solving skills and ability to work effectively with minimal supervision.

• Excellent team-building skills and the ability to collaborate effectively within a close-knit team environment; self-sufficient and resourceful.

• Proficient in the MS Office suite.

• Experience with CRM systems is a plus.

• Availability to work overtime as required by business needs.

🏝️ Benefits

• Equal Employment Opportunity policy.

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities.

• Additional support or adjustments to processes, procedures, methods of conveying information, or physical environment as necessary.

• Overtime opportunities may be available based on business needs.