Bilingual Service Delivery Escalation Specialist

Job summary

Responsible for managing high-level customer escalations and ensuring exceptional service delivery to increase customer loyalty. The role involves mentoring team members, identifying root causes of service issues, and collaborating with internal teams for continuous process improvement.

Job details

Bilingual (French/English) Service Delivery Escalation Specialist Customer facing role responsible for creating exceptional customer experiences while maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Assists with departmental training and knowledge article creation. Participates in continuous improvement/quality initiatives, policies and process creation. Ensure customer needs and requirements are met or exceeded while partnering with peers and management to achieve Ricoh’s corporate goals. Duties and Responsibilities: Adept in handling of escalations from internal and external customers Expert in all Contact Center programs, exception policies and processes Ability to identify and determine root cause of service and supply issues and work through to resolution Assists frontline team by handling calls, chats or emails during peak periods of the day Multi-tasking while providing exceptional customer care and 2nd level support Mentor new support team members on procedures and policies Responsible for dealer division reassignments and escalations Educates customers on self-service options to access their accounts 24 hours a day/7 days a week Responsible for system generated exception workflow approvals and rejections Assists with Oracle Field Service Cloud tech assignments and escalations Follows up with customer to ensure issue resolution and deliver 100% customer satisfaction Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc). Communicates customer escalations to field service technicians and management using appropriate channels of communication Review and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvement Demonstrates ownership of customer issues and works proactively with management, external partners, and other internal teams to manage issues through to a complete resolution in a timely manner Allow for flexible time availability to accommodate work schedule, when necessary Maintain composure and patience in face of difficult customer situations Diffuse volatile customer situations calmly and courteously Assists with user acceptance testing of new system enhancements Performs other duties as assigned. Qualifications 3 or more years of experience working in a high volume contact center as a customer service lead or subject matter expert is required Associates or Bachelor’s degree preferred HDI Certification preferred ITILv3 or ITIL v4 certification preferred Oracle and ServiceNow experience highly desirable Skills Candidate must be fully bilingual in English and French Excellent customer service and communication skills Demonstrates strong active listening & problem solving skills Able to multi-task Possesses leadership skills and ability to work independently. Possesses ability to use good judgment and handle crisis situations. Ability to identify and resolve more complex issues promptly and accurately Possess strong organizational skills Demonstrates mentoring skills Ability to work in a team oriented environment Possesses ability to follow through with work directives and meet deadlines. Recognizes areas for potential need of process improvements. Time Management skills Demonstrate high integrity, trust and maintains strict confidentiality Possesses ability to work in a team-orientated atmosphere. Demonstrate ability to work independently and maintain self-directed work habits. Working conditions Typically works in an office environment with adequate lighting and ventilation with a normal range of temperature and noise level Daily contact with internal and external customers Work may require substantial involvement in stressful situations causing considerable strain. Daily communication with department, area personnel, and customers. Work assignments are generally routine and repetitive. Management will provide detailed instructions. Some physical effort is required to remain in a sitting position for prolonged periods while concentrating on specific task Requires moderate dexterity for regular application of basic skills (calculator, keyboard, eye/hand coordination) Salary- $45,000 - $48,000/year

What you’ll do

Responsible for managing high-level customer escalations and ensuring exceptional service delivery to increase customer loyalty. The role involves mentoring team members, identifying root causes of service issues, and collaborating with internal teams for continuous process improvement.

Requirements

Requires at least 3 years of experience in a high-volume contact center as a lead or subject matter expert and full bilingualism in English and French. An Associate or Bachelor's degree and certifications such as ITIL or HDI are preferred.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Multi-Tasking · Preferred
• Root Cause Analysis · Preferred
• crisis management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual English and French
• Customer Service
• Escalation Management
• Problem Solving
• Active Listening
• Multi-tasking
• Leadership
• Mentoring
• Time Management
• Organizational Skills
• Crisis Management
• Root Cause Analysis

Job areas

• Customer Service & Support
• Management & Leadership
• Administrative