Customer Service Representative-Bilingual FR

at  Wolters Kluwer

Work Schedule: this is a hybrid role, in-office 2 days per week, and working remotely 3 days per week. Qualified candidates must live within commuting-distance to our Toronto, Canada office.
Basic Function
The Customer Service Representative provides superior customer service to our tax and accounting software clients. Specifically, assisting with account services, billing inquiries and order processing/management.

JOB QUALIFICATIONS

Education:

• College or university degree or equivalent proven working experience.

Experience:

• 1+ years of related customer service, sales/telemarketing experience or equivalent formalized education as noted above.
• Must be fluent in both English and French

Other Knowledge, Skills, Abilities or Certifications:

• Excellent communication skills (verbal and written communication), PC literate, excellent organizational skills, time-management skills, ability to work in a team environment.

Key Attributes:
Believe: Demonstrate commitment to the organization, be resilient in the face of obstacles, agile, flexible and take calculated risks.
Own: Take accountability for self and team.

TRAVEL REQUIREMENTS

None

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibility

50% Provide customer support to our tax and accounting software clients

• Act as the company gatekeeper by attending to incoming customer contacts via all available communication channels.
• Answer questions about terms of sale and product information.
• Inform customer about promotions.
• Recognize and measure customers’ needs to attain satisfaction.
• Build mutual relationships and trust with customers using communication skills.
• Offer accurate and complete information using the available tools and guides.
• Maintain accurate customer records and notes.
• Adhere to procedures, guidelines, and policies.

30% Process sales and contract orders, account updates, payments, and refunds
10% Assist with special projects or assignments when required.
10% Maintain a high level of product and system knowledge and work with management team to ensure proper customer service is being delivered.