Bilingual CX Specialist

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

📋 Description

• Deliver exceptional customer service to external clients while providing support and assistance to internal teams.

• Communicate with members of the sales department via phone and email.

• Manage daily administration and coordination of customer service tasks.

• Coordinate in-field support in collaboration with the sales team.

• Work in conjunction with Marketing and the Distribution Centre to fulfill regular sales supply orders.

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

• Maintain a comprehensive understanding of Sym-Tech products.

• Achieve or surpass monthly performance metrics and call quality standards in the call center.

• Ensure accurate documentation of each transaction and keep customer relationship management (CRM) records current.

• Collaborate closely with the Accounting department to guarantee precise processing of cancellations, refunds, and adjustments.

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

⛳️ Requirements

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

• Bilingual proficiency in French and English, both written and spoken.

• Energetic, friendly, outgoing, and proactive personality with strong phone business skills.

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

• Demonstrated ability to adapt to evolving situations.

• Exceptional written and verbal communication abilities.

• Proven experience in managing customer escalations, conflict resolution, and negotiation.

• Strong inclination towards problem-solving and the ability to work independently with minimal supervision.

• Excellent team-building skills and the capacity to work effectively within a close-knit team; resourceful and self-sufficient.

• Proficient in Microsoft Office applications.

• Experience with CRM systems is an advantage.

• Overtime may be required depending on business needs.

🏝️ Benefits

• Equal Employment Opportunity policy.

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