Bilingual Customer Service Representative

New

Adecco is hiring a Bilingual Customer Service Representative (CSR) in South Ottawa ON. The CSR will provide excellent customer service through multiple channels (Phone, Email and Chat). The CSR will also be responsible for handling calls regarding escalations and to provide a solution and if needed dispatch a technician/supplier to resolve our client’s situation.

Responsibilities:

  • Receive calls or emails requests from clients for various reasons related to service or daily operations of their sites.
  • Create and complete work order requests on all incoming calls and email requests.
  • Manage Work Order requests, close outs from client platforms to ensure SLA requirements are met.
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • Compile reports and present reports to clients as per their request.
  • The CSR is to monitor the SLA commitments on all work orders and if the SLA is at risk or will not be achieved, they will raise the issue with the appropriate department/client.
  • Statistical analysis and reporting.
  • Build and develop solid relationships with customers and technical staff, in a coordinated effort to retain existing customer base and increase new sales when applicable.
  • Ability to manage constantly changing priorities and adapt to business needs and requirements.
  • Qualifications:

  • 2-4 years of previous experience in a customer support role through a contact centre
  • College/university graduate or equivalent work experience
  • Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required
  • Ability to communicate clearly and set expectations with internal and external clients
  • Good interpersonal and communication skills
  • Superior customer service skills and orientation with the willingness to actively look to help our clients
  • Collaborative style needed
  • Ability to maintain professionalism always under stressful situations
  • Strong organizational skills with the ability to identify problems and proactively act if needed
  • Ability to plan and manage work under time constraints, without direct supervision
  • Experience working in contact centre or customer service field or a related field is an asset.
  • Must be available to attend and successfully complete a two (2) week full-time paid training program.
  • If you are interested in applying for this exciting opportunity, please apply now and an Adecco recruiter will get in touch with you soon.

    B1956

    T1956




    • Apply with Adecco

    Reference number CA_EN_1_021956_1735734

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