Bilingual Customer Service Representative

Reports to: Supervisor – Customer Interaction Center (CIC)

Summary: The Customer Service Agent oversees important and strategic accounts in the Contact Center. This includes answering all inquiries about products and services, accurately processing orders and quotations, and resolving complaints and returns.

Location: Mississauga Head Office

Responsibilities:

• Responsible for answering a high volume of inbound and outbound calls

• Maintains professional interactions when communicating with customers

• Manages the ordering process by coordinating and communicating expected delivery times and handling shipment-related inquiries

• Acts as the first point of contact for escalated customer complaints related to lost shipments, backorders and investigations

• Offers product solutions in response to individual customer needs

• Supports existing and potential customers as well as Festo sales staff and Festo sales partners

• Provides Festo website and catalogue navigation for products and services

• Partners with internal departments to investigate and resolve customer issues

• Audits customer orders for completeness and accuracy related to Festo processes

• Completes all necessary follow-up and administrative tasks required

• Participates in special projects and other duties, as required

• Process orders, quotes and inquiries via email and portal websites from customers and reps

Minimum Requirements:

• Post-secondary education in a technical-related field is strongly preferred

• A minimum one or two (1-2) years of customer service experience in an office or call-center environment

• Fluent in English and French (both written and spoken) is required

• Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner

• Highly attentive to detail and fact-finding as to ensure accuracy of reporting

• Extremely well organized and resourceful with the ability to prioritize urgent tasks

• Ability to interpret customers issues to produce quick, effective results

• Resolves customer queries with a sense of urgency using a collaborative and customer-focused approach

• Intermediate skill level in Microsoft Word, Excel, and Outlook

• Ability to work independently with minimal supervision

• Possesses a positive, team player attitude

• Hands-on experience with SAP is considered an asset

• Required to work varying shifts including evenings and statutory holidays when requested. Hours may be modified to reflect the changing demands of the business

This is a summary of the position profile only and is intended to summarize the position requirements.

Job Type: Full-time

Pay: $50,000.00-$55,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Work Location: Hybrid remote in Mississauga, ON L4W 5G4