Ensure accurate, timely, and efficient customer support
Respond to customer inquiries in a manner that supports the achievement of goals
Research and resolve issues/complaints and determine appropriate resolution(s)
Solve problems and assist with issues that may not fit the “cookie-cutter” solution
Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts
Continue education on changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently
May support Sales Representatives for any inquiry related to their customer orders

One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
Must be bilingual and able to fluently speak two languages
Available to work any shift, including weekends, holidays, and/or overnight
Demonstrated internet knowledge and understanding of basic internet browser settings
Demonstrated ability to work with multiple software programs, simultaneously
Working knowledge of MS Office package
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
Excellent interpersonal and rapport-building skills
Proven problem-solving, negotiations, and decision-making skills
Ability to use appropriate discretion and judgment in applying customer/call handling guidelines
Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment.

Bilingual Customer Support – French

Key skills