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Open nowPosted 57 days ago

Bilingual Customer Experience Advisor

connex11 open roles

Where
Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada
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Your applicationOpen nowBilingual Customer Experience Advisorconnex · Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada

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  4. CV RocketApplied on connex's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 57 days ago

The posting

Title :Bilingual Customer Experience Advisor Location : Richmond Hill  Are you passionate about success and want to grow your future with an innovative and growing company with cutting edge technology? We want to know you! Working at Connex means being part of a dynamic and professional team of 600 employees in our 14 offices in North America, whose objective is to offer innovative solutions at the cutting edge of technology. Our employees are our ambassadors to our clients and business partners. Their skills, integrity and accountability are key to our success.    As a member of the Customer Experience Team, the Customer Experience Advisor is the first point of contact with our customers and will assist customers with their requests received via various communication channels; phone, email, tickets, etc. will actively participate in analysis, troubleshooting and problem resolution. The Customer Experience Advisor will provide exceptional service to customers and exceed their expectations. We offer competitive compensation, a full range of benefits, and a fun environment with the ability to telecommute with smart and talented team players. Responsibilities:

Provide excellent, prompt, and professional first level support and general assistance and ensure service to customers via phone, email or chat.  Weekly follow up on open and uncompleted tickets. Take calls from the general line for service tickets or MACDs. Open tickets following calls and emails with all necessary information and distribute to appropriate technician groups or subcontractors. File ticket related emails and documents in Q360 and Outlook with the ticket number entered. Follow dispatch and escalation processes. Answer questions via phone and email. Make and turn in order returns weekly. Make and submit monthly reports every month and quarterly report every three months. Provide requested quotes to the customer. Close and invoice orders monthly. Update customer files in the software. Make appointments with customers and technicians for work to be done. Open and process customer requests. Communicate with the customer when they have questions. Follow up on orders. Work with multiple departments to ensure excellent service.

Skills and Requirements

Experience in customer service, preferably in a call center environment. Excellent oral and written French. Skills and abilities desired. Word, Excel, Outlook. Knowledge of File Maker an asset. Bilingualism is a must (French and English)

Our employees are the ambassadors of CONNEX with clients and business partners. Their skills, integrity and sense of responsibility are the keys to our success. Training for all employees, regardless of their function in our organization is considered a priority. In addition, our pay scale is competitive, and we offer a full range of benefits. You are interested to enrich your work experience? We need people like you, passionate and committed. If you want to join our team, please apply to this job posting.  CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.   We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.  -------------------------------------------------------------------------------------------------  Titre : Conseiller Expérience Client BilingueLieu : Richmond Hill, ON Êtes-vous passionné par la réussite et souhaitez-vous développer votre avenir avec une entreprise innovante en pleine croissance dotée de technologies de pointe ? Nous voulons vous connaître ! Travailler chez Connex Québec Inc., c'est faire partie d'une équipe dynamique et professionnelle de 600 employés répartis dans 14 bureaux en Amérique du Nord, dont l'objectif est de proposer des solutions innovantes à la pointe de la technologie. Nos employés sont nos ambassadeurs auprès de nos clients et partenaires commerciaux. Leurs compétences, leur intégrité et leur sens des responsabilités sont les clés de notre succès. En tant que membre de l'équipe d'expérience client, le Conseiller Expérience Client est le premier point de contact avec nos clients et assistera les clients avec leurs demandes reçues via divers canaux de communication : téléphone, email, tickets, etc. Il participera activement à l'analyse, au dépannage et à la résolution de problèmes. Le Conseiller Expérience Client fournira un service exceptionnel aux clients et dépassera leurs attentes. Nous offrons une rémunération compétitive, un large éventail d'avantages sociaux et un environnement agréable avec la possibilité de télétravailler avec des coéquipiers talentueux. Responsabilités :

Fournir un excellent support de premier niveau et une assistance générale de manière professionnelle et rapide, et garantir le service aux clients via téléphone, email ou chat. Suivre hebdomadairement les tickets ouverts et non complétés. Répondre aux appels de la ligne générale pour des tickets de service ou des MACDs. Ouvrir des tickets suite aux appels et emails avec toutes les informations nécessaires et les distribuer aux groupes de techniciens ou sous-traitants appropriés. Classer les emails et documents liés aux tickets dans Q360 et Outlook avec le numéro de ticket saisi. Suivre les processus de dispatch et d'escalade. Répondre aux questions par téléphone et email. Faire et retourner les commandes chaque semaine. Faire et soumettre des rapports mensuels chaque mois et des rapports trimestriels tous les trois mois. Fournir des devis demandés aux clients. Fermer et facturer les commandes mensuellement. Mettre à jour les fichiers clients dans le logiciel. Prendre des rendez-vous avec les clients et techniciens pour les travaux à effectuer. Ouvrir et traiter les demandes des clients. Communiquer avec les clients lorsqu'ils ont des questions. Suivre les commandes. Travailler avec plusieurs départements pour garantir un excellent service.

Compétences et exigences :

Expérience en service client, de préférence dans un centre d'appels. Excellente maîtrise orale et écrite du français. Compétences et aptitudes souhaitées. Word, Excel, Outlook. Connaissance de File Maker, un atout. Le bilinguisme est indispensable (français et anglais).

Nos employés sont les ambassadeurs de CONNEX auprès des clients et partenaires commerciaux. Leurs compétences, leur intégrité et leur sens des responsabilités sont les clés de notre succès. La formation de tous les employés, quelle que soit leur fonction dans notre organisation, est considérée comme une priorité. De plus, notre échelle salariale est compétitive, et nous offrons un large éventail d'avantages sociaux. Vous souhaitez enrichir votre expérience professionnelle ? Nous avons besoin de personnes comme vous, passionnées et engagées. Si vous souhaitez rejoindre notre équipe, veuillez postuler à cette offre d'emploi. CONNEX Telecommunications Inc. est engagé envers la diversité et encourage les candidatures de tous les candidats qualifiés, en particulier les peuples autochtones, les membres de minorités sexuelles, les personnes handicapées, les minorités visibles et les femmes. Sur demande du candidat, un aménagement sera offert à toutes les étapes du processus d'embauche. Nous remercions tous les candidats pour leur intérêt pour ce poste, mais seuls ceux sélectionnés pour un entretien seront contactés.

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