Hybrid Bilingual Customer Concierge, 12 month contract

at John Brooks Company Limited

• Job title: Bilingual Customer Concierge, 12 month contract
• Job type: Contract
• Experience level: Junior
• Salary: CA$55,000 - CA$65,000 per year
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Mississauga, Canada

About the role

• Bilingual Customer Concierge delivering exceptional service in fluid handling solutions across Canada. Engaging with customers to solve inquiries and enhance their experience while ensuring satisfaction levels are high.

Responsibilities

• Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels.
• Proactively communicate with customers about promised ship dates and any changes to their orders.
• Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues.
• Maintain accurate and up-to-date records of all customer communications in the CRM system.
• Provide regular updates to customers regarding the status of their orders and shipments.
• Identify and refer complex technical inquiries to the appropriate internal personnel for resolution.
• Collaborate with internal teams to expedite critical orders or those for target accounts.
• Keep customers informed about their inquiries, order statuses, shipments, and any potential issues.
• Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience.
• Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed.
• Collect and provide feedback from customers to internal teams to identify areas for improvement.
• Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge.
• Work closely with the sales and distribution teams to ensure customer needs are met efficiently.

Requirements

• Bilingual in English and French, with strong communication skills in both languages
• College Diploma in a related field, AND/OR a minimum of 1 to 3 years of related experience in customer service.
• Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
• Must have excellent written and verbal communication skills in both English and French
• Ability to multitask and deal with a variety of demands.
• Excellent organizational and time management skills.
• Knowledge of mechanics is considered as asset.
• B2B customer experience.

Benefits

• Competitive remuneration including base salary + incentive ($55,000-$65,000)
• Competitive vacation
• Paid personal day program
• Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
• Company Group RRSP with employer matching
• Annual health & wellness subsidy