Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
JL
Bilingual Customer Concierge, 12 month contract
Posted 3 months ago
About the role
- Bilingual Customer Concierge delivering exceptional service in fluid handling solutions across Canada. Engaging with customers to solve inquiries and enhance their experience while ensuring satisfaction levels are high.
Responsibilities
- Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels.
- Proactively communicate with customers about promised ship dates and any changes to their orders.
- Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues.
- Maintain accurate and up-to-date records of all customer communications in the CRM system.
- Provide regular updates to customers regarding the status of their orders and shipments.
- Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
- Collaborate with internal teams to expedite critical orders or those for target accounts.
- Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
- Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
- Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
- Collect and provide feedback from customers to internal teams to identify areas for improvement.
- Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
- Work closely with the sales and distribution teams to ensure customer needs are met efficiently.
Requirements
- Bilingual in English and French, with strong communication skills in both languages
- College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service.
- Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
- Must have excellent written and verbal communication skills in both English and French
- Ability to multitask and deal with a variety of demands.
- Excellent organizational and time management skills.
- Knowledge of mechanics is considered as asset.
- B2B customer experience.
Benefits
- Competitive remuneration including base salary + incentive ($55,000-$65,000)
- Competitive vacation
- Paid personal day program
- Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
- Company Group RRSP with employer matching
- Annual health & wellness subsidy
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