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full time Bilingual Customer Support (Virtual)

at Jobs in Toronto in Toronto


Position Description:
As directed by the Support Manager, delivers quality customer support by providing a single point of contact to report issues or make inquiries. Be able to work from home in a professional setting, and handle customer support responsibilities. Handles customer language preferences, either English or French Canadian. Develops and maintains a good rapport with customers and co-workers. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing. Should exhibit creativity in research and recommendations that will enhance customer support.

Position Duties and Responsibilities:
• Ensures customer satisfaction by responding to calls, emails and chats in a timely manner. Logs all customer inquiries and issues in request tracking tool, and tracks them until resolution and closure.
• Ensures timely and accurate escalation of customer issues by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
• Conducts problem determination using documented procedures and available tools. Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other IT resources.
• Ensures resolution by maintaining an Action Plan for issue resolution, by initiating and tracking incident assignments to resources, vendors, etc., and by keeping the customer updated on the status of incident resolution.
• Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets.
• Builds team spirit by assisting and coaching other staff members.

Position Qualifications:
• 1+ year of experience in direct customer support experience. This includes phone based support, retail, restaurant, or related fields.
• 1+ year customer support experience with use of support tools: phone, email, request management (CRM).
• Ability to speak both French Canadian and English in order to provide support.
• Technical support experience a plus, but not required.
• Strong dedication to customer service, excellent problem solving skills, and inherent decision making ability.
• Good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures.
• Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management.
• Ability to work remotely and communicate effectively to other team members who work from home.
• Ability to work from home in a professional manner.

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Published at 10-10-2012
Viewed: 1391 times