Bilingual Customer Care Representative - Remote

Overview Bilingual Customer Care Representative - Remote

Monday to Friday 8:30am to 4:30pm (EST) / 9:30am to 5:30pm (ATL)

• Do you have experience working in a customer service role?
• Are you comfortable spending the majority of your day on the phone?
• Do you have basic computer skills?

As a Bilingual Customer Care Representative, you will be responding to all client issues, concerns, and inquiries relating to invoicing, contracts, equipment, and account information. This position is responsible for maintaining positive customer experiences and ensuring excellent service and timely resolution.

• Respond to inbound calls from internal and external clients by demonstrating exceptional quality service and skill while achieving outlined production targets.
• Maintain the Customer Care email inboxes and respond to inquiries and concerns within the predetermined time frame.
• Update and maintain the Customer Care Tracking System for any complex case files. Ensure that all files are precisely detailed and documented.
• Perform routine and regular follow-ups with internal and external customers in order to guarantee prompt case resolution and file closure.
• Investigate, analyze, and evaluate customer concerns and complaints, and provide prompt and effective guidance. Apply escalation process when necessary.
• Submit monthly reports.

• Customer service / call center experience
• Bilingual (French & English)
• Exceptional customer service skills with a strong "customer first" attitude
• Good organizational skills and strong time-management techniques
• Works well under pressure and in a fast-paced environment
• Display high ethics, character and commitment to business policies and decisions
• Display initiative in handling problems, be a team player and support changes

• This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

• Comprehensive health coverage plan that includes medical, dental, and vision
• Life insurance, disability, and wellness programs
• Vacation, Paid Personal Time, and Sick days
• Matching RRSP contribution & Profit Sharing Program
• Tuition Assistance Program for professional continuing education
• Discounts on Canon products, retailers, memberships, and more!

• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Employee Appreciation Events