Bilingual Customer Service Representative
Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
To provide excellent bilingual customer service and sales support for all internal and external stakeholders.To support the processing of customer orders with accuracy, ensuring all requests are prioritised, organised and processed on time.
What will you be doing?
- For external customers handle their requests for orders, returns, disputes and general enquiries at time of receipt and as accurately as possible
- Register and process Canadian Complaints according to S+N policy and Health Canada requirements
- Other administrative tasks associated with Operations as required
- For internal customers handle their requests regarding order status updates, back orders, product substitutions and any other general inquiries efficiently and effectively
- Process all sales orders taken by telephone / fax immediately, advising of any back order, ensuring the agreed delivery date and time is met and all orders taken before 5 : 30pm are despatched same day in line with terms and conditions
- Ensure all disputes and credit returns are actioned within 5 working days of the request being made to secure prompt payment
- Communicate any service related complaints to the Customer Excellence Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company
- Meet company KPI targets for call handling, order accuracy, customer returns, complaint handling
- Contribute in the development of a positive working environment for the team, one that encourages core values of Care, Collaboration and Courage
- Be a positive representative of S+N with internal and external customers
- Knowledge, Expertise and Experience
What will you need to be successful?
Education : High School degree or 10 years of experience required
Experience :
- 2 plus years of customer service
- Bilingual, English and French (written and spoken)
- Proven in customer service or after sales service ;
- Excellent business English and French communication skills
- Good communication and interpersonal skills;
- Ability to multi-task, to meet deadlines; work effectively when priorities are changing rapidly;
- Good knowledge of Windows, SAP.
Physical Demands : Ability to work in an office environment and operate a computer for extended periods of time. Lift and / or transport boxes for storage requirements.
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