Bilingual Customer Service Representative - Barrie, Canada - Fillip Fleet

Description

Fillip Fleet

Bilingual Customer Success Representative

Fillip is a Calgary-based fintech company leading the digital transformation of fleet payments.

Fillip empowers hundreds of businesses with its universally accepted digital fleet card that solves the challenges of distributed payments for busy teams on the road.

The Customer Success Representative (CSR) supports clients as they transition from sales prospects to active users. Focus is client relationships using proactive engagement strategies to maintain positive experiences.

Customer Success Representative

The CSR reports to the Head of Growth & Customer Success.


Responsibilities:

• Assist new users/current clients with setup, training, navigation, user support
• Promote value through client experience
• Assist with training material, onboarding support, account management
• Document and share user feedback
• Execute proactive account management techniques that drive customer outcomes, product adoption and customer experience
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Delivering on fillip standards for customer support/compliance and timelines
• Initiate engagement with internal team members and clients to support a culture of continuous improvement
• Collaborate with a worldclass team:
• Communicating within the fillip team and across customers
• Track client interactions in CRM
• Work closely with the Head of Growth to align on customer expectations, trends additional service opportunities
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Work crossfunctionally orchestrating results with customer success, sales, marketing, product & development, people operations and finance.

Requirements and Skills

• Bilingual
• Proven work experience as a Customer Success Representative or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of fillip fleet and CRM tools
• Accountability and personal organization are essential
• Experience working with a diverse group of clients and team members
• A communications or business diploma is preferred

Compensation
- $56,000/year

• Attractive bonus based on client retention targets
• Benefit plan

Job Types:
Full-time, Permanent


Salary:
$56,000.00 per year


Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location:
One location