Bilingual Customer Experience Representative (English & French)
posted 2 months ago

Description

Are you an enthusiast who loves talking to people? Do you get a rush from giving delightful, top tier customer service and wowing people with your passion? Have we got a team for you! Our Customer Experience Team is best in class, and we have room for you!

As a Customer Experience Representative (CER), you will be responsible for answering inquiries from our amazing Consultants and customers through phone, email and live chat support in both French and English. You will be able to work within our systems & processes to support Consultants and customers while being proactive in anticipating their needs. You adapt well to changing details in real time, and enjoy hustling during occasional periods of higher volume. As a CER, you love to help people find positive solutions by providing them with viable options. Your friendly personality is a constant in all interactions as you positively represent our company and our mission to inspire clean eating.

KEY RESPONSIBILITES

• Answer all incoming inquiries from our Consultants and customers through phone, chat and email support and follow-up in a professional manner (in French and English)
• Exude a positive, solution-oriented, and enthusiastic energy in all your interactions
• Process orders for missing or damaged product
• Be of service by providing information on Epicure promotions, sales, incentives, and other important changes so you can provide the best service required by Consultants
• Understand and communicate Epicure’s policies to our Consultants
• Monitor Facebook pages and provide timely responses that align with Epicure’s language
• Process internal product orders for Home Team members and departments
• Participate in daily standup meetings
• Work in alignment with departmental processes in the execution of your duties
• Assist Customer Experience, flexibly moving to different tasks as required based on the needs of the department that day
• Occasionally monitor online communities after hours, and take necessary actions to resolve issues
• Occasionally provide evening/weekend support on the last day of the month to support month-end, or to assist in dealing with high volume during peak periods
• Working between the hours of 730-4 PST Monday-Friday
• Participate in other duties as may be required from time to time

COMPETENCIES

• Able to handle multiple tabs /platforms at the same time
• Good listening skills
• Multi tasking ability
• Fast learner
• Able to run with new changes / adaptable to changes
• Someone who is able to work on their own as well as part of the team.
• Problem solver

EDUCATION/EXPERIENCE

• 2 years of experience working in Customer service
• Some Understanding of Direct Sales
• Basic Knowledge of outlook / word / excel

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