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Customer Service Representative- Call Centre Spanish/English Bilingual

Waterloo, ON
Full Time
6 days ago
Position Summary:

The position requires candidates to answer inquiries, resolve problems, and perform consultation and upselling. The individual in this position must possess strong customer service and troubleshooting skill they have an entrepreneurial spirit with individual initiative that delivers on a culture of doing everything possible to ensure that every customer they interact with feels satisfied, in an empowered environment. In addition, they will be responsible for achieving performance metrics, accepting coaching, and improving their personal performance as instructed.

Overall Responsibilities :
  • Establish appropriate and professional rapport with customers, using discussions to strengthen brand awareness and create follow up opportunities
  • Respond to phone calls and email and chat interactions with one call resolution as the focus
  • Passionate and well informed about the cosmetics and fashion industries
  • Provide high level customer experience by actively listening to the caller, engaging and providing solutions
  • Project a professional company image on behalf of our brand through interactions
  • Resolves problems by clarifying issues, researching and exploring alternative solutions, implementing solutions, escalating unresolved problems
  • Provide Customers with brand product knowledge and/or service information
  • Track all contacts within the specified systems, and maintain and update customer records
  • Place orders on behalf of customers and handle payment card information
  • Maintain a sense of urgency in responding to customer needs
  • Recommend process, site or customer experience improvements
  • Other duties as assigned

Job Requirements:

  • Minimum of 6 Months relatable customer service experience
  • Must be flexible to work all shifts within the department's operating hours
  • Knowledge of cosmetics and application techniques
  • Must be fluent in written grammar and spelling and able to communicate in the business writing style in the language(s) hired for
  • Must be fluent in professional verbal communication in the language(s) hired for
  • Understand and comply with all company and departmental rules and regulations, policies and procedures
  • Working knowledge of Microsoft Windows operating system and Microsoft software products; Excel, Word, Outlook, SharePoint
  • Must be capable of typing at 40 WPM as verified by a formal test
  • Flexible, open minded and solution oriented with the ability to adapt in a fast paced environment
  • Regular predictable attendance is required
  • High School Diploma or equivalent
  • Must meet minimum skill requirement through acceptable skills assessment testing including grammar and writing samples
Customer Service and Support