VIPdesk Connect

Customer Support

• With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence
• Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, SMS, email, and Social Media, with phone as the primary focus and channel
• Answer questions about orders and requests, account status, products, and services, as well as provide website navigation and troubleshooting assistance high-quality customer service guidelines and policies
• Take ownership of issues and follow through to solve problems while exercising sound judgment and achieving a resolution exceeding customer expectations
• Monitor and report emerging customer trends and recommend process improvements
• Attend training and meetings to stay up to date with new products, services, processes, and policies
• Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, and productivity
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting various initiatives to help promote diversity and inclusion in the workplace

Bilingual Customer Service Representative, French/English