Bilingual Customer Services Representative Jobs in Edmonton, AB
Create alert for “Bilingual Customer Services Representative”
Edmonton, AB
About the role
Description
A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish.
In this role, you will:
- Maintain an appropriate level of knowledge of product and services
- Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support
- Offer value-added solutions and promote customer loyalty by providing exceptional customer support
- Continue to develop awareness of competitor products and key comparative details
- Develop appropriate level of knowledge of systems and update customer records and internal documents daily
- Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution
- Identify issues that need to be escalated to higher levels of support
- Follow established processes and contribute to development of enhanced processes
- Develop an understanding of authority levels for customer appeasement
- Meet the minimum target for KPIs based on level
- Other duties as reasonably assigned
Qualifications
- 1+ year experience working in a call center environment
- Perfect written English and French
- A passion for providing exceptional customer service
- Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible
- Sales experience; a proven ability to take customer queries and turn them into closed sales
- Able to correspond in multiple tones to cater for different audiences in various situations
- Understanding of customer service best practices, communication, and customer de-escalation to promote business goals
- Proven aptitude to function within deadlines, while working both independently and as part of a team
- Strong multi-tasking skills, highly organized
- Professional and positive attitude
- Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST
- Hourly position: 40 hours a week, rotating weekends and holidays
Not the right fit? Search for Bilingual Customer Services Representative jobs in Edmonton, AB
About GoodMorning.com
GoodMorning.com is one of Canada’s largest online mattress retailers and has sold over 350,000 mattresses to Canadians from coast to coast—and that number grows daily. Our company’s purpose is to deliver sleep products of remarkable quality and value that customers love.
Since 2009, when GoodMorning.com was first established in Canada by Samuel Prochazka, we’ve been disruptors in the mattress industry. We work hard to make a great night’s sleep accessible to all through our unique direct-to-consumer model, mattress donation program, top-notch customer service, and the latest technologies and innovations in the e-commerce landscape. We also invented the at-home sleep trial, which lets our customers try their mattress night after night in the comfort of their homes for up to 365 nights.
Our portfolio of brands includes Douglas, Logan & Cove, Juno, and Octave. We’re constantly transforming our portfolio by researching the latest advancements in mattress-making, bringing new products to market that meet the needs of our customers, and providing as much value as possible.
While many of our innovations have become industry standard, we lead the way with our customer-obsessed mindset and relentless pursuit of better. GoodMorning.com continues to grow and has been ranked as one of Canada’s top-growing companies by The Globe and Mail.