Duties / Responsibilities :
- Interacts with customers via telephone, email, and online chat, to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Monitors customer orders while working with the purchasing department to ensure meeting customer requirements are met.
- Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to re solve customers’ problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Full cycle procedure of Sales & Returns.
- Performs other related duties as assigned, including occasional backup in administrative requirements.
- Assists with Accounts Receivable collection.
Required Skills / Abilities :
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills (Word, Excel, Outlook) and intermediate knowledge of Microsoft Dynamic 365 Business Central with the ability to learn new software.
- Able to multi-task and work in a high-paced environment.
- Bilingual in French and English
Education and Experience Requirements :
- High school diploma or equivalent.
- 3+ years' customer service experience required.
Physical Requirements :
- Prolonged periods sitting at a desk and working on a computer.
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