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Bilingual Customer Service Representative



Customer Service
Ottawa, ON, Canada
Posted on Friday, February 2, 2024

General Summary:

Reporting to the Manager, Customer Care, the Bilingual Customer Care Representative will be responsible for effectively and efficiently responding to inbound requests from GoFor’s customers in a manner that meets or exceeds the customer SLA and with an exceptional communication style that provides for a truly outstanding customer experience. Customer Care Representatives will proactively and effectively communicate with customers and drivers to ensure the highest compliance with established delivery service levels. Customer Care Representatives will receive and process inbound phone calls, texts, emails or chats from customers, consignees and drivers who are in the process of delivering items on behalf of GoFor’s customers. Ultimately, it is the job of the Customer Care Representative to ensure all customer, consignee and driver requests are cared for because of the valued part of GoFor’s business that they are.

The Customer Care operation currently operates from 6:30 AM to 12:00 AM 6 days a week. Business requirements may dictate the addition of a 7th day at some point in the future. Shifts will be created to provide adequate coverage against these hours and Customer Care Representative shifts will rotate as necessary to meet these needs.

Primary Duties and Responsibilities:

  • Responsible for professional, timely, and effective customer, consignee and driver interaction via phone calls, text email or chat as well as system messages.
  • Process customer and driver adjustments/credits where needed.
  • Maintaining a positive attitude to strengthen customer engagement, minimize customer turnover and maximize customer experience.
  • Efficiently respond to inbound service requests while complying with established service levels.
  • Professionally answer phone calls from customers, consignees and drivers requesting assistance in resolving issues.
  • Work on a tight deadline and be willing to handle multiple issues / calls at the same time.
  • Proactively collaborate with our Market and Regional Logistics Management team along with the Dispatch organization to ensure service level compliance and eliminate any potential delivery failures or manage customer escalations.
  • Promptly report all instances of customer dissatisfaction to our customer care management to resolve the issue proactively.
  • Communicate all instances of driver issues or concerns to our Driver Happiness team and make recommendations based on information gathered to resolve any issues proactively.
  • Perform other duties and projects as assigned.

Qualifications & Skills:

  • 2 or more years mid/high volume customer care experience.
  • Must be fluent in English and French (written and spoken).
  • College Diploma required and bachelor’s degree or other advanced education preferred.
  • Experience in delivery management is an asset.
  • Active listener with excellent communication skills.
  • Excellent client management and interpersonal skills.
  • Possess the following personal qualities: integrity, creativity, high standards, commitment, ethical values, and achievement oriented.
  • Excellent problem-solving skills.
  • Ability to remain calm during challenging situations.
  • Ability to build and maintain lasting relationships with customers, drivers and employees.
  • Ability to be flexible and work extended hours as required.
  • Having the ability to make hard and fast decisions within a data-driven environment is crucial to success and take responsibility for actions.
  • Familiarity with leading Customer Care tools, capabilities, and usage
  • Ability to be proactive and oversee upcoming challenges.
  • Strong time management skills.
  • Ability to work effectively and collaborate with other teams/functions.
  • Be able to take direction and feedback.
  • Computer literacy, including effective working skills of Google Workspace applications and tools (Gmail, Google Calendar, Google Docs, Google Sheets, Google Slides and Google Meet).

Working Conditions: