Customer Support Specialist - Bilingual

Who are you?

“Multi-tasker” and “detail oriented” might as well be your middle names. You are an effective communicator with top-notch customer service skills, and who knows how to connect with a variety of personalities. Being part of a team is something you thrive on—you love working with your colleagues to meet a common goal. Hard work? No problem! You know how important it is to put the customer first.

Basically you…

• Are friendly, enthusiastic, and confident—you have excellent interpersonal skills.
• Have exceptional written and verbal communication skills.
• Believe in being a professional at all times.
• Are proficient with Word and Excel.
• Never (ever) overlook the details.
• Are resourceful and solutions focused.
• Possess excellent time-management skills
• Thrive in a fast-paced, multi-tasking environment.
• Can work independently with minimal supervision.
• Know at least one work-appropriate joke.

Roles and Responsibilities

Reporting to the Marketing Support Services (MSS) Manager, you’ll act as a first responder, supporting customers’ requests and orders through online programs, email, and over the phone. Working with various internal departments to process requests, you’ll make sure orders meet specifications and always pass our high standards for accuracy. When problems do arise, you’ll own and resolve them with your positive, upbeat attitude.

Essentially you will…

• Provide helpful, common-sense support for customers.
• Answer queries in support of specific online programs for national clients.
• Process online requests, claims, or e-store orders on behalf of customers.
• Receive and handle customer calls and emails determining if a request or submission needs to be escalated to a supervisor/manager level.
• Ensure that emails are articulate, and error-free for optimal clarity.
• Follow up with customers, sending proofs for approval and obtaining signoff.
• Have an eagle eye for proofreading and spotting errors.
• Know the difference between stationary and stationery.
• Actively monitor assigned programs to ensure timely responses to requests and orders, meeting or exceeding customers’ expectations.
• Prepare relevant reports for clients and management.
• Collaborate, as needed, with colleagues.
• Monitor customers’ online sites to ensure all programs are functioning appropriately.
• Develop and maintain thorough working knowledge of functions and offerings, ensuring up-to-date and useful information is available when customers ask.
• Work with internal departments as needed (Design, Print Production, Client Services, Distribution, etc.) to fulfill client requests.
• Update content on websites as required using available content management systems.
• Planning & Administration
• Meet as needed with your manager to determine work requirements, resource needs, etc.
• Schedule work activities, projects and assignments, and provide feedback to the Program Manager.
• Participate in staff administration activities related to your MSS team.
• Perform other duties as assigned by the Program Manager.

Requirements

• Fluent in both French and English
• Minimum 2 year's customer service experience in a fast paced environment (retail, hospitality, or call center environments).
• Positive attitude.
• Eagerness to learn and grow.
• A degree, diploma or certificate in Marketing or Business Administration is considered an asset

Who is Direct Focus?

We’re a North American marketing operations firm that helps marketing teams do more with less. While we’re built to deliver on ever single marketing need – it’s how we organize those services to create powerful programs. We integrate, automate, and amplify their marketing function to save them time and costs, while increasing efficiency and quality. We believe that marketing could always be better – so much so, that it’s our brand promise. All backed up with our core values:

· Own It!

· Better 2.0

· Make Trust

· Deliver Great

· Be Human

Why choose direct focus?

We are client-focused, but it’s our people that make it happen. Here’s just a few reasons we’re a great place to work, but if you ask anyone here? It’s the people.

· The people are amazing

· Rapid career learning and advancement

· A highly modern workflow system

· Training programs

· Exposure to large national and US brands

· RRSP matching

· Social events

· Coaching, mentorship, and professional development

How to apply

Send in your resume by filling out this form: https://forms.monday.com/forms/421188ca7c71246fa71378dd545941ac?r=use1

Job Types: Full-time, Permanent

Pay: $40,000.00-$45,000.00 per year

Benefits

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Work Location: In person