Bilingual EN/FR Customer Service
Description Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career. Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Service Representative, you will contribute to Premier NX’s success by meeting our client’s service levels. Come join us! SUMMARY: The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, text and chat. The Representative will provide information, support, and guidance to consumers. Hours of Operation: We provide support to our client from Monday through Friday. Specialists work remotely with equipment supplied provided, the required minimum internet speed service is validated. Key points of the role: Our contact centre provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed. This is a high-volume call centre position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule. Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward. Consumer contact with our call centre is regularly audited for Quality Assurance (QA), product knowledge and case coding. We consider our representatives on this product a team working together to address the questions, concerns and issues Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be.
Requirements
KEY RESPONSIBILITIES: Answer incoming phone calls, text, chat and respond to written communication. Troubleshoot any issues related to the consumer product. Provide product information and make recommendations based on consumer’s needs. Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. Continually maintain working knowledge of all company products, services, and promotions. Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards. We are committed to building a diverse and inclusive team. We believe that diverse perspectives drive innovation and create a vibrant workplace where everyone can thrive. We encourage applications from all qualified individuals, including visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.