Bilingual Customer Service Representative - Brampton, Canada - Canpar express

Canpar express

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

CLASSIFICATION:
BilingualCustomer Service
(FT)

REPORTS TO:
Customer Service Manager

LOCATION:
BramptonHead Office - Hybrid

PRIMARY DUTIES:
Call taking & Live Chat

HOURS:

08:00 - 16:00 x2 & 08:30 - 16:30

OVERALL POSITION:

To respond professionally and efficiently to all inbound customer inquiries. A Customer Service Representative must ensure 100% positive customer experience.

Assist customers with rates, upselling, service, and shipment inquiries, supplies and preprints as well as the handling of service failures consistent with Canpar performance standards.

MAJOR ACTIVITIES/RESPONSIBILITIES:

Respond in a timely and professional manner to internal and external customer inquiries and escalations.
Respond to incoming tracking and customer service inquiries from Sales
Schedule pick up calls including payment transactions.
Provide rates and transit times.
Provide shipment updates and initiate trace on anything over transit.
Provide a Special Agreement Number to authorize for Shipment value protection.
Ensure all messages are being handled in a timely, efficient manner between call takers and dispatching.
Manage all customer complaint calls professionally and effectively to increase customer satisfaction.
Process supply and waybill order requests.
Timely customer contact on tracking inquiries (within standards)
Adhere to all applicable call flow processes and Quality Assurance requirements.
Track and trace duties as assigned and required to follow tracing processes.
Other duties as assigned

PERFORMANCE STANDARDS:

Must answer a minimum 80 calls interactions per day

- % Time on clerical not to exceed 5%.

100% accuracy on account code entries.
100% quality assurance standard.

MINIMUM QUALIFICATIONS:

Working knowledge of Canadian geography

ABOUT CANPAR EXPRESS INC.
Canpar Express Inc. is Canada's leading parcel delivery specialist with over 60 terminals located coast-to-coast, providing essential day-to-day shipping services.

Canpar is an equal opportunity employer and believes we will gain through the recruitment and development of staff that represent the broad diversity of the Canadian workforce.

HOW TO APPLY
Reena Bains