Customer Service Representative – French/English Speaking

Description du poste :

• ✓Role Overview

The Customer Service Specialist plays a pivotal role in delivering professional support while managing complex customer interactions and operational tasks. This position requires strong multitasking and problem-solving skills to ensure seamless order processing and high levels of customer satisfaction. In addition to daily operations, you will contribute to continuous improvement efforts and serve as a technical resource within the customer service team.

• ✓Core Responsibilities
• ✓Inquiry Management
• ✓Resolve complex customer inquiries, order discrepancies, and service issues with accuracy and professionalism.
• ✓Escalation Handling
• ✓Take ownership of escalated requests, ensuring timely solutions that align with company policies and values.
• ✓System Operations
• ✓Process and review orders, quotations, and documentation across multiple sales channels using Oracle, SAP, and Salesforce.
• ✓Cross-Functional Collaboration
• ✓Partner with Sales, Technical Service, Finance, and Distribution to resolve shipment and account-related issues.
• ✓Team Support
• ✓Share knowledge and provide guidance on procedures to assist team members with challenging cases.
• ✓Data Integrity
• ✓Monitor and maintain accurate customer account information within CRM and ERP systems.
• ✓Compliance & Quality
• ✓Support adherence to internal standards, including ISO certifications and Sarbanes-Oxley (SOX) controls.
• ✓Position Requirements
• ✓Education & Core Experience
• ✓Required: Minimum of 2–3 years of customer service experience.
• ✓Education: High school diploma or equivalent required (associate degree or higher is preferrer)
• ✓Languages: Advanced proficiency in English is required (written and verbal).
• ✓English + French (European or Canadian) Min. C1, C2+ preferred for support to North America.
• ✓Technical Skills
• ✓Systems Knowledge: in Oracle, SAP, Salesforce, or similar CRM/ERP platforms is required.
• ✓Product Knowledge: Familiarity with complex organizational structures and diverse product portfolios is an advantage.
• ✓Standard Tools: High level of comfort with digital communication and documentation tools.
• ✓Professional Competencies
• ✓Problem Solving: Ability to navigate escalated issues and find effective, policy-aligned solutions.
• ✓Organization: Highly organized with a strong attention to detail and a focus on quality.
• ✓Communication: Excellent verbal and written skills with a customer-focused mindset.
• ✓Adaptability: Demonstrated ability to prioritize tasks and adapt to changing processes or new technologies.
• ✓Collaboration: A proactive team player who works effectively across departments to achieve shared goals.