Bilingual Customer Success Representative
March 16 2023
Industries
IT: Software
Categories Account management, Campaign, Customer service,
Montreal, QC • Full time
We are looking for a Customer Success Representative. In this role you will serve as the single point of ownership for dealership account issues, ensuring issues are resolved in a timely and accurate manner to assure customer satisfaction.
Primary Responsibilities:
- Handle incoming calls and emails from internal and external customers
- Communicate with customers to gather information and learn about their needs and expectations
- Resolve customer issues as received, or submit a ticket for additional research
- Research and troubleshoot customer tickets
- Monitor individual work load and prioritize responsibilities
- Train/share knowledge with team members
- Use of time for learning, growth and development
Working Conditions:
- Repetitive office tasks (computer usage)
- Sit/stand in an assigned office space for up to 2 hours at a time for an 8 hour shift
- May be asked to pick up/push/pull/carry bag or device up to 20 lbs. to assist in setting up training and to work on hardware devices
Primary Responsibilities:
- Handle incoming calls and emails from internal and external customers
- Communicate with customers to gather information and learn about their needs and expectations
- Resolve customer issues as received, or submit a ticket for additional research
- Research and troubleshoot customer tickets
- Monitor individual work load and prioritize responsibilities
- Train/share knowledge with team members
- Use of time for learning, growth and development
Working Conditions:
- Repetitive office tasks (computer usage)
- Sit/stand in an assigned office space for up to 2 hours at a time for an 8 hour shift
- May be asked to pick up/push/pull/carry bag or device up to 20 lbs. to assist in setting up training and to work on hardware devices
Training:
Classroom-style, on-the-job with a mentor, and online courses
Requirements
- Ability to understand and work with all PC based products
- Ability to problem solve and train customers on software products
- Ability to travel to the United States for additional company-paid training, if offered
- College diploma or University degree preferred
- Fluent in English and French
- Excellent customer service skills, especially phone etiquette
- Ability to think critically, analytically and problem solve
- Excellent verbal and written skills
- Effective team player