Customer Service Representative
Work Shift : Day
Salary: According to internal pay scales
Location: St-Jean-Port-Joli
Description :
As a Customer Service Representative, you will play an essential role in ensuring a positive customer experience for our partners. Your primary role will be to ensure customer satisfaction by meeting their needs, handling their requests and resolving their problems.
Reception and assistance :
Warmly welcome customers and answer their questions by phone, email or via other communication channels. Provide information on our products and support in resolving technical, installation problems.
Order processing :
Review and follow up on customer orders according to internal procedures.
Complaints management :
Listen carefully to customer complaints and concerns, seek appropriate solutions and resolve them quickly and efficiently. If necessary, complete internal complaint forms and manage the file. Where necessary, collaborate with other departments to ensure that customer problems are resolved appropriately and special requests are dealt with.
Returns and refunds processing :
Manage product returns, and refund requests in accordance with internal policies.
Policy information :
Explain company policies regarding warranties, returns, refunds, etc. to customers.
Problem solving :
Find creative solutions to meet specific customer needs and solve common problems.
File follow-up :
Maintain customer files, recording interactions and transactions.
Customer satisfaction monitoring :
Gather feedback from customers to assess their level of satisfaction and identify opportunities to improve customer service.
Perform all related tasks as requested by the immediate superior.
Skills and experience required:
• Customer service experience
• Bilingual English French
• Excellent verbal and written communication skills.
• Ability to manage time and priorities
• Interpersonal skills / Teamwork / Customer focus / Innovation (ability to integrate change)
Rousseau applies an equal access to employment program.