What are the responsibilities and job description for the Customer Experience Escalations Representative position at First Team Professional Resources?
Customer Experience Escalations Representative – Bilingual French
Do you enjoy providing world-class customer service? Do you have a proven track record of solving complex service issues? Our client is seeking a passionate, customer-focused professional to join their Customer Experience team and help deliver exceptional service.
About the Team -
You will be part of a dynamic, passionate, and performance-driven team dedicated to delivering exceptional customer experiences. This role requires a collaborative spirit, strong communication skills, and a commitment to providing outstanding service.
Role Overview -
The Customer Experience Escalations Representative will handle escalated customer issues, ensuring positive resolutions while maintaining the client's high standards. This individual will make customer-focused decisions, promote customer loyalty, and de-escalate complaints through active listening, empathy, and strong problem-solving skills.
The representative will communicate with both English - and French - speaking customers, providing valuable product and service information. Responsibilities will include handling inbound calls, making outbound callbacks, and responding to customer emails.
The ideal candidate should be comfortable spending extended periods on the phone and confidently interacting with customers who may be frustrated or upset.
Key Responsibilities -
- Customer Interaction: Handle escalated customer complaints and warranty returns efficiently, with a focus on first-contact resolution and maintaining a positive customer experience.
- Communication: Use excellent verbal and written communication skills to clearly and empathetically address customer needs in both English and French.
- Empathy and Patience: Demonstrate genuine care for customers while maintaining a calm, professional demeanor when handling challenging situations.
- Product Knowledge: Quickly learn and retain detailed product information, including new collections and special editions, to effectively assist customers.
- Technical Proficiency: Navigate multiple systems simultaneously, with prior CRM experience preferred, particularly Salesforce.
- Problem-Solving: Use strong analytical and critical-thinking skills to identify customer concerns and provide effective solutions.
- Customer Advocacy: Represent the client's values and commitment to quality in every customer interaction while helping build customer loyalty and satisfaction.
- Team Collaboration: Work effectively with colleagues and contribute to a positive, supportive team environment.
- Attention to Detail: Maintain accuracy when documenting customer information, interactions, and resolutions.
- Professionalism and Privacy: Maintain confidentiality of all customer and business information.
Qualifications -
- Minimum of 2 years of customer service experience, preferably within the retail, luxury goods, or premium customer service industry.
- Bachelor’s degree preferred; candidates with a high school diploma and equivalent experience will also be considered.
- Familiarity with contact center metrics such as Average Handle Time (AHT), CSAT, and NPS.
- Self-motivated and comfortable interacting with customers throughout the day.
- Strong interpersonal, written, and verbal communication skills.
- Professional, personable, and able to remain composed under pressure.
- Proficiency with Microsoft Office applications and experience with a Customer Relationship Management (CRM) system, preferably Salesforce Service Cloud.
- Proficient French speaking and writing ability.
Benefits -
- Comprehensive medical, dental, and vision insurance with multiple plan options.
- 401(k) plan with a 6% employer match and immediate vesting.
- Tuition reimbursement for Associate, Bachelor’s, and Master’s degree programs.
- Employee discount program.
- Peer-to-peer recognition program.
- On-site cafeteria offering complimentary breakfast and lunch.
- Complimentary individual gym membership.
- Paid time off, including vacation, sick and personal days, volunteer day, celebration day, company holidays, and birthday.
Pay: $22.00 - $24.00 per hour
Expected hours: 40.0 per week
Application Question(s):
- Do you understand that this role is not on public transit and you must have your own vehicle?
Language:
- French (Required)
License/Certification:
- Driver's License (Required)
Work Location: In person
Salary : $22 - $24