Bilingual eCommerce Specialist

• Provide excellent service to customers while keeping in mind the company's policies and standards, and in compliance with any relevant legislative/regulatory requirements.
• To fulfill customer requests, respond to inquiries/complaints, always demonstrating due attention to customer care and a professional approach. Customer requests/complaints handled at this level are generally more complex and require increasingly superior problem solving, investigative, negotiation, complaint resolution and decision-making skills.
• Identify needs and resolve call centre and customer inquiries/requests by electronic means within the department standards and guidelines and agreed protocols.
• Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery. All reps are evaluated regularly on the quality of their service delivery.
• Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance with resources provided.
• Always maintain strict confidentiality and adhere to legislation and service guidelines on the use of data.
• Contribute to improvements to contact handling protocols, systems and processes to meet the needs of internal and external customers.
• Provide feedback and reporting of the overall customer experience and provide opportunities for customer experience enhancements.
• Participate in meetings to present trends that are uncovered, while making actionable suggestions for improvement.
• Use customer feedback and data to translate, create and maintain business objectives.
• Actively review call center data and report on voice of the customer, surveys, QA scores and analysis.

• College diploma or post-secondary education.
• 3 - 5 years of related experience
• Excellent oral and written communication skills in English and French (asset).
• Excellent communications skills and expertise in customer service delivery are required.
• Experience with ecommerce in the marketing/corporate environment.
• Demonstrated analysis and reporting skills.
• Demonstrated PC skills: Microsoft Office: Excel, Word, Access, reporting software and/or other software/database skills.
• Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.
• Prior experience with call centre technology is beneficial.
• Flexible and responsive to both the needs of the customer and the organization.
• Display tact and diplomacy in handling all levels of customer interaction.
• Work effectively as a team member, or individually as required, in a demanding environment.
• Ability to manage workload

BilingualOne