Customer Care Representative III – Special Services (Bilingual French) - Quebec

at  Isagenix

Position Summary:
Isagenix is one of the most dynamic health and wellness companies in the world because our products, solutions, and culture are redefining the health and wellness industry. Our Customer Care Team works directly with our passionate and energetic customers, providing top-of-the-line customer service. At Isagenix, we work better together.

• Provide an outstanding Customer Service experience by providing win-win solutions for both internal and external customers.
• Educate customers and promote products and services we offer.
• Execute transactions promptly and accurately respond to customer and CCR requests and inquiries.
• Raise issues or concerns of trending issues ; resolve or recommend solutions.
• Handle escalated calls as first level escalation; de-escalating to avoid next level escalation.
• Recognize Service Recovery opportunities to educate the customer; supporting the building of the business (critical while handling returns and escalations).
• Evaluate current processes and identify gaps/opportunities including making recommendations for improvement via the appropriate documentation.
• Support the Customer Care Department via the daily management of Service Level by troubleshooting questions, providing education and guidance to CCRs. Provide administrative support for the call center in relation to the resolution of customer requests via Sales Force.
• Attention to detail, accuracy and timelines are critical; strong ability to multi-task (ex. When working chat at any one time could be processing up to 2 chats at a time).
• Provide premier customer service and resolve routine to complex customer requests regarding orders and general Customer service inquiries.
• Support and/or back-up basic fulfillment and account maintenance including order-entry, memberships and commissions.
• Additional duties and special projects as assigned (ex. Working with business partners for translations, events etc.)