Customer Experience Specialist delivering white - glove banking, credit, and payments support. Investigating complex fintech issues and coordinating compliance, risk, engineering, and underwriting resolutions.
About the role
- Customer Service Representative supporting Nestlé Canada’s Nutrition & Health business. Handling client calls, orders, inquiries, troubleshooting, and sales opportunities remotely.
Responsibilities
- Handle all incoming client calls in a timely, efficient, and professional manner according to Call Quality Guidelines
- Process orders received by phone, fax, or email accurately and within required timelines
- Ensure consistent call quality with every customer contact
- Investigate, troubleshoot, and resolve inquiries within 24 hours
- Communicate pertinent client and situation information to colleagues
- Participate in product training sessions, webinars, and seminars as required
- Promote featured products, special promotions, and instructional services
- Cross-sell and upsell according to individual and team goals
- Conduct outbound calls regarding issues, inquiries, backorders, promotions, and special projects
- Collaborate with other departments to exceed client needs
- Assist teammates and colleagues as required
- Support the Inside Sales Team with potential sales opportunities, Product Information Sessions, and product-related inquiries
Requirements
- Minimum 3 years of experience in customer service, preferably in a call center or high-volume customer support environment
- Ability to manage customer inquiries through phone and email while providing a positive customer experience
- Proficiency in Microsoft Excel, including filtering, sorting, and navigating data
- High School Graduate or equivalent experience, or an equivalent qualification
- French communication ability is nice to have
- Experience in Natural Health Products, Consumer Health, or CPG is nice to have
- Experience with Salesforce or other customer relationship management platforms is nice to have
- Familiarity with Oracle JDE, Magento, or similar enterprise systems is nice to have
- Exposure to a fast-paced, customer-focused environment with high transaction volumes is nice to have
Benefits
- Fully Remote work setup
- Excellent training and development programs
- Opportunities to grow within the company
- Up to 50% off Nespresso Coffee Machine, Capsules and accessories
- Access to the Discount Company store with Nestlé, Nespresso, and Purina products
- Additional discounts on a variety of products and services offered by preferred vendors and partnerships
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