Job Description

:Job Overview:We are seeking a dynamic and bilingual Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to both our French-speaking and English-speaking customers. Your role will involve handling a wide range of customer inquiries through calls, chats, and emails, ensuring our customers receive timely and accurate solutions. The ideal candidate will be fluent in both French and English, with a focus on French as the primary language.Key Responsibilities:

• Order Processing & Inquiries:

• Manage and resolve customer inquiries related to orders, including those not received, returns, and credits.
• Process and follow up on customer orders to ensure timely delivery and correct billing.
• Address queries from Next stores regarding customer deliveries and stock checks.
• Provide multilingual support for international customers, particularly in French, with a focus on order tracking, returns, and undelivered parcels.
• Assist in resolving cross-border logistics issues and communicate effectively with customers in their preferred language.
• Perform administrative tasks such as adjusting customer accounts and updating order details as required.
• Handle mass customer communications, ensuring all updates and information are accurately relayed to the customer base.
• Provide clear, professional communication in French and English via multiple channels including phone calls, live chats, and email.
• Address customer concerns in both languages promptly and professionally, ensuring a high level of customer satisfaction.

• Language Proficiency:

• Fluent in French (written and spoken) with excellent communication skills.
• Proficient in English (written and spoken) to ensure clear communication with diverse customer groups.
• Experience:

• Prior experience in a customer service role, ideally within retail, e-commerce, or logistics.
• Experience in handling customer inquiries through various communication channels (calls, chats, emails).
• Customer Focus:

• Strong customer-centric attitude, with the ability to handle multiple inquiries efficiently and professionally.
• Problem-solving skills to manage and resolve customer issues promptly.
• Administrative & Technical Skills:

• Comfortable with administrative tasks such as updating customer accounts, processing orders, and sending communications.
• Familiarity with customer service software, CRM systems, and email management tools is a plus.
• Attention to Detail:

• Ability to manage and resolve complex customer issues with a high level of accuracy.
• Organized and able to handle multiple tasks while maintaining a high standard of service.

EXL Service