Tech Mahindra
Title: Bilingual English and French- Customer Care Representative
Location: 720 Coverdale Rd, Riverview, NB (Door Number# 9) (WFH)
Job Type: Fulltime
Shift Timing : Mon-Sun 07:00-22:00 CST
Fluent in English and French Read, Write and Speak.
Job Description:
- Handles client concerns; inbound and outbound voice, email and chat
- Assist customers with their inquiries, request or orders by properly, completely and accurately entering data in the support tools and or client
- Delivers excellent customer experience
- Solve customer case and Sell Online Phone order as per dictated by the support process and/or client
- Responsible for maintaining a high level of professionalism with clients and for working to establish a positive rapport with every caller
- Update customer information in the customer service database
- Stay updated on product knowledge and be informed of any changes in company/client policies
- Impact the company’s bottom line by problem solving and increasing customer loyalty and satisfaction/experience
- Ensures high quality output is maintained throughout the call and in each call
- Ensures that all steps dictated in the support process are adhered to
- Takes responsibilities and has a good sense of accountability
- Other tasks and deliverables may come up depending on the business needs
- Sales skill and Back Office experience is an advantage
- Good grasp and understanding of customer engagement
- Excellent English communication skills; has good grasp of the language and can handle complex subjects and detailed conversation
- Ability to communicate effectively and appropriately in demanding situations and understanding implicit meanings in them
- Excellent multitasking skills and has the ability to shift to voice, chat and email support when needed
- Ability to express oneself in a fluent and spontaneous manner
- Ability to use the English language flexibly in various occasions and purposes showing correct use of organizational patterns
- Excellent comprehension skills
- Ability to function and adapt in a rapidly changing and evolving work environment
- Ability to work independently and multitask
- Excellent customer service and problem solving skills
- Good inter-personal relationship skills
- Ability to handle and deescalate irate customers