Bilingual Industry Support Services Coordinator - T2200-24-C

at  GS1 Canada

DESCRIPTION

The incumbent in this role responds to inquiries and concerns from subscribers and prospects, describes GS1 Canada’s offerings and their value and ensures the highest standards of efficient and professional service is delivered. Key metrics for this role may include Customer feedback and First Contact Resolution.

SKILLS, KNOWLEDGE & EXPERTISE

• High School diploma with preference given to those with post-secondary education in a related subject (i.e., business at college or university level).
• A minimum of 2-3 years’ customer service, office experience, preferably within a call centre.
• Bilingual (French/English) language skills are required.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint, etc)
• Proven ability to meet tight deadlines, multitask and take responsibility for timely and accurate completion of tasks assigned.
• Excellent organizational and communication skills, possessing a high level of problem solving, initiative and analytical abilities.
• Team player who enjoys a fast-paced environment.

DUTIES AND RESPONSIBILITIES

• Supports all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e., phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner.
• Supports subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities.
• Provides support for data integrity initiatives through reporting and validation of member data.
• Maintains and updates reports as requested or required for analysis of subscribers’ activity.
• Assists in development of presentation materials.
• Provides administrative support where applicable.
• Liaises with other internal departments (i.e., Finance, Implementation Services, Operations Support Group etc.) as required.
• Ensures ongoing understanding of current and emerging technologies and services provided by GS1 Canada
• Collaborates as an Industry Support Services resource on Special Projects (i.e., UAT testing);
• Ensures timely completion of deliverables through milestone setting.
• Develops recommendations on the most efficient approach to routine daily activities.
• Performs various other duties as delegated or assigned.

KEY RESPONSIBILITIES

The incumbent in this role responds to inquiries and concerns from subscribers and prospects, describes GS1 Canada’s offerings and their value and ensures the highest standards of efficient and professional service is delivered. Key metrics for this role may include Customer feedback and First Contact Resolution.

DUTIES AND RESPONSIBILITIES

• Supports all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e., phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner.
• Supports subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities.
• Provides support for data integrity initiatives through reporting and validation of member data.
• Maintains and updates reports as requested or required for analysis of subscribers’ activity.
• Assists in development of presentation materials.
• Provides administrative support where applicable.
• Liaises with other internal departments (i.e., Finance, Implementation Services, Operations Support Group etc.) as required.
• Ensures ongoing understanding of current and emerging technologies and services provided by GS1 Canada
• Collaborates as an Industry Support Services resource on Special Projects (i.e., UAT testing);
• Ensures timely completion of deliverables through milestone setting.
• Develops recommendations on the most efficient approach to routine daily activities.
• Performs various other duties as delegated or assigned.