Consiglio Nazionale delle Ricerche is hiring a
Customer Care Specialist

Summary

Join our team as a Customer Care Specialist - Bilingual and play an essential role in growing talent through collaboration and sharing best practices. You will communicate with customers, handle feedback, and provide accurate information while maintaining the safety and security of customer information.

Requirements

• Must be fluent in both French and English
• Written and verbal fluency in the French language
• Ability to identify and assess customer needs and resolve issues with a customer-first approach
• Stable and reliable private home internet connection in the rare situation remote work is required
• A room to work in behind a closed door if you live with other people is required
• Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions
• Exceptional organizational skills with an impeccable attention to detail
• Reliable, consistent attendance, punctual, and dependable
• Open availability and flexible to work evenings and occasional weekends, overtime, and holidays
• Ability to maintain a positive attitude, remain engaged in your work, and lead by example
• Great team player, as well as self-motivated and proactive
• Fluid and flexible to continuous improvement changes within the department
• Strong oral and written communication skills with perfect spelling and grammar
• Excellent computer skills; tech savvy with the ability to navigate multiple screens and programs

Responsibilities

• Communicate with customers through various channels, including phone, chat, text, and email
• Mainly focusing on the North American customer
• Handle customer feedback and answer questions using trained methods and tools to provide accurate, valid, and complete information
• Assist customers with digital orders
• Provide information and recommend products
• Increase digital conversion through effective recommendations
• Investigate lost packages with our transport partners
• Process returns
• Follow and promote all company policies, guidelines, procedures, and expectations
• Maintain the safety and security of customer information
• Meet and exceed service levels and departmental goals

Preferred Qualifications

• Post-secondary education
• Contact center experience
• Accustomed to working in a highly seasonal, high-pressure environment