Bilingual Call Centre Customer Service Rep - ESC
About the position
In this role, you will serve as the primary point of contact for customers across all ESC product lines and services, providing support and resolving issues. You will assess and respond to customer needs, manage requests from initial contact through to completion, and ensure all orders are accurately submitted and tracked. Reporting to the Call Centre Team Lead, highlights of the position include: Serving as the primary point of contact for customers, identifying needs and providing accurate information and support Resolving customer issues by investigating, implementing solutions, and escalating when required Processing and managing customer orders, ensuring accurate data entry and completion of transactions Tracking and following up on requests and orders to ensure timely resolution adhering to service level agreements Responding to inquiries promptly and professionally Maintaining accurate records in the Eservice system, including detailed notes on client interactions and requests Other assigned duties.
Responsibilities
- Serving as the primary point of contact for customers, identifying needs and providing accurate information and support
- Resolving customer issues by investigating, implementing solutions, and escalating when required
- Processing and managing customer orders, ensuring accurate data entry and completion of transactions
- Tracking and following up on requests and orders to ensure timely resolution adhering to service level agreements
- Responding to inquiries promptly and professionally
- Maintaining accurate records in the Eservice system, including detailed notes on client interactions and requests
- Other assigned duties
Requirements
- Bilingual in English and French, both orally and written is required.
- Customer service experience, call center experience or similar in a fast-paced environment
- Comfortable with computers, printers, software installation, configuration and the Internet
Nice-to-haves
- Post-secondary education or equivalent experience would be an asset, such as a business, office admin or law clerk diploma
- Knowledge of corporate supply products
- Self-motivated, independent thinking and able to work well in a team environment.
Benefits
- Competitive salary and benefits package
- Hybrid work schedule
- Recognition programs
