Bilingual Customer Service Advisor (French & English)
Emerge BPO
Remote
Overview
Are you fluent in both French and English? Are you an excellent speaker and can communicate well?

We are looking for BILINGUAL CUSTOMER SERVICE ADVISORS (FRENCH & ENGLISH) to join our team and work from the comfort of your home with Emerge Work at Home.

As a Bilingual Customer Service Advisor (French & English) at Emerge, you are responsible for interacting with customers by providing product and service information; placing orders, answering inquiries and resolving product and service concerns via email. You are also responsible for interacting with our client’s suppliers to obtain answers to customer questions via phone and email.

Responsibilities
Serve customers by providing guidance, recommendations, answering questions and other types of value-added information to meet or exceed client expectations.
Be passionate about providing best-in-class service and don’t use a one-size-fits-all approach to creating a great customer or supplier experience.
Be flexible, think on your feet and exercise great judgement in handling unusual requests or difficult customer interactions.
Be an articulate and persuasive communicator without being pushy. Don’t assume anything about the customer’s knowledge of products or the supplier’s ability to answer customer inquiries; rather ask great questions to better gauge what the customer is asking and how we can best answer it to ensure both customer and supplier satisfaction.
Understand the customer’s needs, and make recommendations that surprise and delight the customer when answering questions that may result in additional sales.
Serve customers by answering inquiries and questions regarding products and services.
Resolve product or service problems by clarifying the customer's concern or inquiry.
Analyze and identify the cause of the concern or inquiry; selecting and explaining the best solution to solve the concern while working with the supplier when necessary.
Manage, be accountable and take ownership of the resolution process for all customer/supplier related issues.
Qualifications
Minimum high school diploma or equivalent required, post-secondary education preferred
Working knowledge of MS Office products and strong computer literacy in accessing numerous applications during any one transaction and expert internet navigation
Previous customer contact experience in a fast-paced environment preferred
Skills
Ability to speak both English and French fluently
Exceptional interpersonal and relationship building skills with the ability to analyze and assess the needs of our customers
Strong flexibility and adaptability to manage multiple tasks within stringent time frames while ensuring accuracy
Must be an energetic self-starter with the ability to work both independently and within a team
Ability to continuously display a positive attitude
Excellent customer service skills and great enthusiasm for helping customers
Highly skilled in attention to detail and accuracy with multitasking skills
Hiring Specifics

We are looking for candidates from the following provinces:
  • New Brunswick (preferred)
Compensation
Starting hourly rate is based upon experience.

Workdays & Hours
MON – FRI, 7:00 AM – 7:00 PM EST (Must be flexible within these hours)

Only shortlisted applicants will be contacted.

Requirements

You will be required to have the following:
Designated workspace within your home for placement and installation of your equipment. Your home office must be located in a quiet space that will provide a comfortable positive work environment. The employee handbook will contain more detail about your home office. Emerge Work at Home LLC. reserves the right to audit your home office with reasonable advanced notice at any given time during the work week.

Minimum SPECS for Your Computer:
  • Processor: Must be Intel Core i5 or i7
  • CPU Speed: 3.2 GHz or higher
  • RAM: Minimum 8 GB
  • Operating System: Windows 10 (Note that Windows 8 or 8.1 is not permittable)
  • Upload/Download Internet Speeds: Minimum 20 Mbps for both upload and download
  • Note: No Chromebooks or Macbooks are allowed
  • Citrix Receiver version: Receiver 4.5 -4.12 for Windows
  • RECOMMENDED: Monitor Size 22" with Dual Screen (for chat, phones with co browse)
Other Requirements for Home Office:
  • High Quality USB Headset – Jabra preferred
  • Internet speed must be at minimum 4mbps up and down
  • Use an Ethernet cable for internet as Wi-Fi is susceptible to interference