SUMMARY
As a member of the BGIS SCS Support Team, you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to client requests to ensure all aspects of the contract are being fulfilled, with an emphasis on quality control & striving to exceed client expectations.
KEY DUTIES & RESPONSIBILITIES
Functioning as a core member of the Support team and reporting to the Customer Service Coordinator the Customer Service Representative will:
- Be the first line of communication for our customers, as such a positive attitude and “can do” attitude are paramount
- Greet customers warmly and make every customer feel like they are our number one client
- Ensure client's expectations are met, resolving issues quickly, and being proactive with client needs and requirements
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; explaining and deploying the best solution to solve the issue; expediting correction or adjustment; following up to ensure resolution
- Place, follow up and close work/supply orders according to established procedures
- Keep accurate records of discussions or correspondence with customers
- Prepare service reports by collecting and analyzing customer information
- Build and maintain relationships with new and existing accounts
- Identify trends and patterns of client issues or work systems, initiate improvement or escalate to appropriate person
- Provide general administrative and reception backup support
- Work as a team player with fellow staff members to optimize productivity
- Represent the company and what we stand for
- Other duties as assigned
KNOWLEDGE & SKILLS
- Demonstrated customer service skills
- Bilingual - English and French a must
- Ability to communicate effectively verbally and in written format with both internal and external stakeholders at all levels
- Professional, courteous, approachable manner with a "can-do" attitude
- Good computer/data entry skills and knowledge of Microsoft Office Software
- Ability to work in a fast paced environment to accomplish multiple goals
- Excellent time management and problem solving skills/ must adhere to tight deadlines/respond quickly to situations/be able to effectively execute solutions
- Self-disciplined and accountable with strong interpersonal skills
- Ability to work independently and as a team
- Ability to multi-task, prioritize work effectively and meet multiple deadlines
- Effective attention to detail and a high degree of accuracy
- Demonstrated ability to deal with change, make decisions and implement creative solutions
- Post-secondary education in a related field or commensurate work experience
- Past customer service and/or sales experience is preferred
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