Bilingual Customer Support Coordinator
2 months ago
Resideo is seeking a Bilingual Customer Support Coordinator to enhance our service team. This role is designed for individuals fluent in both French and English, and it offers a hybrid work model, allowing for a blend of remote and on-site responsibilities.
As a Customer Support Coordinator, you will be the main point of contact for our clients, ensuring their needs and expectations are consistently met. Your responsibilities will include addressing incoming inquiries via phone and email concerning orders, returns, and various related matters such as issues, modifications, shipping, and resolution timelines. Additionally, you will assist fellow customer service representatives with administrative tasks.
You will also collaborate with various departments, including Technical Support, Logistics, Manufacturing, and Sales, to effectively resolve customer concerns.
KEY RESPONSIBILITIES:
- Cultivating and maintaining professional relationships with customers on a daily basis.
- Providing and processing information in response to inquiries, concerns, and requests regarding orders and services.
- Coordinating with supply locations and distribution centers to relay updates to customers through phone and email communication.
- Responding promptly to customer inquiries primarily through email and phone.
- Taking ownership to ensure a high standard of service is consistently delivered to customers.
- Validating and processing orders in accordance with customer agreements.
- Investigating and resolving customer complaints related to the order fulfillment process.
- Ensuring compliance with all customer care and returns processes.
- Managing the daily administration of the customer returns process and associated credits.
- Directing unresolved issues to appropriate internal departments and following up until resolution.
- Proactively updating customers on the status of their orders.
- Following up on customer interactions, providing timely and meaningful feedback.
- Supporting other administrative roles as needed.
- Contributing to projects and process enhancements aimed at improving customer experience and operational efficiency.
- Assessing supply shortages for customer orders and escalating issues to the relevant teams.
- Participating in regular supplier meetings to discuss item flows and determine corrective actions.
- Planning and executing expedited shipments as necessary.
REQUIRED QUALIFICATIONS:
- Prior experience in a customer service role or a similar office-based environment.
- Proficiency in both French and English.
- Ability to thrive in a fast-paced work environment.
PREFERRED QUALIFICATIONS:
- Familiarity with Excel.
- Knowledge of additional languages beyond French and English.
- Strong customer service skills.
- Experience with Salesforce and/or SAP is advantageous but not essential.
BENEFITS:
- Hybrid working model, with designated remote workdays.
- A supportive and collaborative team atmosphere.
- Comprehensive training and coaching to facilitate your success in the role.
- Genuine opportunities for career advancement.
- The chance to work with a progressive global brand.
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