Description:
A successful Bilingual Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.
Job Description
CORE JOB RESPONSIBILITIES
- Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
- Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
- Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
- Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
- Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
- Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
- Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
- Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries
Qualifications
- High School Diploma or equivalent
- Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
- Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual).
- Exceptional phone contact handling and active listening skills with a strong problem resolution background
- Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
- Excellent communication and presentation skills (verbal and written)
- Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment
- Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
- Excellent organizational and time management skills
- Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
- Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)