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Available position

Bilingual customer service agent – Calgary (full time)

Calgary (Alberta) Permanent
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Description

Under the supervision of the Head of the Department | Customer Service, the Customer Service Agent is responsible for interacting with clients by phone, email, fax or any other medium of the client’s choice.

Roles and responsibilities

  • Contact clients by phone, email, fax, mail, etc;
  • Input a variety of information into the different systems (ERP, CRM) in accordance with established procedures;
  • Manage the following:
    • Orders (clients, representatives, stores, CDMV employees, other departments);
    • Problems (after-sales service);
    • Promotional orders;
    • CDMV web tool support (e.g. online labels, transactional sites);
    • Product returns and/or client credits (enter, check, release);
    • Corporate stationery;
    • Any other relevant transactions.
  • Assist with the product recall process;
  • Handle visitors as indicated in established procedures;
  • Process transactions related to controlled substances;
  • Handle requests to access online purchase reports;
  • Manage web access;
  • Process incoming mail;
  • Carry out all other tasks requested by the supervisor to best serve the company’s interests;
  • Interact with internal and external resources (e.g. clients, transportation companies) and employees from other departments (e.g. procurement, logistics, distribution centres) to obtain relevant information.

Candidate profile

Behavioral competencies

  • Client focus, listening skills, understanding;
  • Ability to impact and influence others; commitment to efficiency;
  • Team player.

Technical competencies

  • Excellent written and oral communication skills in English and French;
  • High school diploma; animal care or veterinary technician diploma, an asset;
  • Two years of experience in customer service;
  • Knowledge of the veterinary medicine field, an asset;
  • Proficiency in Microsoft Office suite; knowledge of the Microsoft CRM and Oracle, an asset.

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