Title: Bilingual CSR

Location: Burlington, ON

Pay: 50-55k, 10% annual bonus entitlement based on individual, team and company performance
Hours: Hybrid – 2-3 days a week onsite in Burlington. Starting 4-5 days per week on site for the first 3 months before moving to hybrid.
Hours: 8:30 – 5:00 PM Monday – Friday (1 hour unpaid lunch)

Key Responsibilities
• Handle customer inquiries and complaints via phone, email and fax – responsible for roughly 60-80 calls per day as well as email correspondence. Mainly inbound calls but expected to assist with outbound as well.
• Determine customer requirements
• Order entry of all types, as required and defined by management
• Manual credits which includes support in-office processing
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Offer support as needed to other employees
• Other duties as assigned to support the needs of the business

Knowledge, Skills & Qualities:

• Excellent organizational, interpersonal and communication skills; able to multitask and take on other duties when the lines may not be as busy
• Ability to work with multiple screens and different applications at once
• Attention to detail
• Strong working knowledge of related computer applications (Microsoft Suite: Word, Excel, PowerPoint) experience with Salesforce, ERP, SAP as well as OneDrive or SharePoint
• Dependable, team player with a positive attitude