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Promotional Products Bilingual (EN & FR) Customer Care Representative (Vaughan / Toronto)

Function: Customer Service/Contact Centers
Location: SPP Canada - Vaughan, Vaughan, ON CA
Date posted: 11/28/2017 9:03:08 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1033351
Description

PURPOSE OF JOB

 

Staples Promotional Products is the world's most trusted source for branded solutions because we make promotional products easy.  We are committed to providing outstanding service and exceptional value by being your business partner in brand development. That's why companies large and small, all over the world, turn to us for the resources they need to increase brand reach and visibility.

 

Leading the industry with over 65 years of experience, Staples Promotional Products has financial strength and global partnerships that ensure we can deliver your custom order on time and at the best possible price. We are dedicated to helping your business. 

 

PRIMARY DUTIES AND RESPONSIBILITIES

  • Become proficient on TOPS our order processing system
  • Process customer orders received by phone, fax, e-mail, mail, and Internet based on specific department turnaround goals
  • Notify customers of backorders or delays as soon as order is received
  • Provide excellent customer service to encourage customer loyalty and satisfaction
  • Respond to customer's inquiries or concerns in a timely manner and work with other team members to resolve customer issues
  • Be polite, calm and courteous to callers at all times
  • Provide feedback about problems to Management and/or Sales
  • Determine ways to continuously improve service
  • Participate in account reviews with Account Team as requested
  • Build customer relations through responsive service to customers
  • Collect and add relevant information to the client Profile File
  • Work closely with other customer service reps to share information
  • Service all callers in a timely manner to maintain acceptable phone statistics
  • Become familiar with all pertinent details for assigned accounts
  • Service customers equally in both official languages, English and French
  • Handle administrative duties as required

Qualifications

KNOWLEDGE / SKILL REQUIREMENTS

  • Excellent communication skills (listening, written and oral)
  • Fluent in French and English (oral and written)
  • Polite, well spoken, able to handle difficult people
  • Customer focused and understands "customer satisfaction"
  • Able to handle data entry while speaking on the phone
  • Intermediate Computer Skills - Windows, Word, Excel, proficient
  • Enthusiastic; Ability to work positively in a team environment
  • Excellent Problem Solving Skills 

RECOMMENDED QUALIFICATIONS

 

Experience:

  • 3-years related customer service experience a benefit
  • Experience in the Promotional Merchandise Industry an asset
  • Direct Mail order-taking experience an asset

Education:

  • 3-years related customer service experience a benefit
  • High school diploma or general education degree (GED) required
  • College/University or related courses of study a benefit

 

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.
Staples
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