Job Details

SUMMARY:

The Customer Care Representative is responsible for managing Global incoming support calls and take steps necessary to ensure proper handling.

RESPONSIBILITIES:

o Provide empathetic, courteous customer service in an accurate and timely manner in accordance with Global Support Procedures.

o Manages workload effectively following Global Support procedures and provides accurate accounting of work and time allocation.

o Monitor various CRM systems as well as mailboxes for customer Inquiries.

o Answer customer phone calls and validate entitlement to services.

o Log inbound support calls/emails, prioritize and collect pertinent information.

o Route and/or direct escalated calls for resolution where required.

o Language transition of inbound calls and emails where required.

o Provide Welcome Packages to “win-back†customers where required.

dESIREABLE Skills:

• Team player with the ability to build strong peer and interpersonal relationships.
• Good problem solving and analytic skills.
• Good writing and editing skills.
• Strong organizational skills.

o Able to provide oral and written communication that effectively articulates complex ideas.

o Basic user of Microsoft Office applications with accurate typing ability.

o The ability to multitask, prioritize and use initiative.

o Leadership roles in extracurricular activities.

EDUCATION & EXPERIENCE:

o 4yr College Degree or equivalent experience.

Language requirements: French and English