Bilingual Customer Experience Representative

Bilingual Customer Experience Representative

Requirements

• Ability to communicate in a professional, positive, courteous manner with all levels of customers and employees.
• Understand basic customer needs and expectations to provide prompt and effective resolutions to requests.
• Self-motivated with ability to manage time and priorities to complete multiple tasks within a specified timeframe.
• Excellent written and verbal communications skills with the ability to apply problem solving techniques.
• Bilingual (French/English) is preferred.
• Knowledge of Microsoft Office and manufacturing operating system (AS400).

Responsibilities

• Communicate directly with customers via phone or email to identify and resolve a wide variety of issues and inquiries regarding product availability, order fulfillment, change orders, programs, pricing, and policies.
• Apply product knowledge of residential applications to provide thorough and comprehensive troubleshooting while on the phone and through email.
• Investigate, document, and administer product warranty programs including credits, replacements and return material authorizations.
• Enter and modify customer orders in the business operating system in an accurate and timely manner.
• Advise on basic product application and functionality.
• Work with internal departments for resolution of customer issues.
• Document customer interactions in CRM application.
• Meet all service level agreements in an effort to provide a positive customer experience.
• Adhere to all Allegion Canada Inc. policies and procedures including Health and Safety.

Preferred Qualifications

• Post-Secondary Education preferred
• Minimum 2-3 years related customer service required and industry experience preferred.
• Call Center experience is preferred.
• Manufacturing/distribution experience is an asset.