Bilingual (French/English) Service Delivery Escalation Specialist
Customer facing role responsible for creating exceptional customer experiences while maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Assists with departmental training and knowledge article creation. Participates in continuous improvement/quality initiatives, policies and process creation. Ensure customer needs and requirements are met or exceeded while partnering with peers and management to achieve Ricohâs corporate goals.
Duties and Responsibilities:
- Adept in handling of escalations from internal and external customers
- Expert in all Contact Center programs, exception policies and processes
- Ability to identify and determine root cause of service and supply issues and work through to resolution
- Assists frontline team by handling calls, chats or emails during peak periods of the day
- Multi-tasking while providing exceptional customer care and 2nd level support
- Mentor new support team members on procedures and policies
- Responsible for dealer division reassignments and escalations
- Educates customers on self-service options to access their accounts 24 hours a day/7 days a week
- Responsible for system generated exception workflow approvals and rejections
- Assists with Oracle Field Service Cloud tech assignments and escalations
- Follows up with customer to ensure issue resolution and deliver 100% customer satisfaction
- Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
- Communicates customer escalations to field service technicians and management using appropriate channels of communication
- Review and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvement
- Demonstrates ownership of customer issues and works proactively with management, external partners, and other internal teams to manage issues through to a complete resolution in a timely manner
- Allow for flexible time availability to accommodate work schedule, when necessary
- Maintain composure and patience in face of difficult customer situations
- Diffuse volatile customer situations calmly and courteously
- Assists with user acceptance testing of new system enhancements
- Performs other duties as assigned.
Qualifications
- 3 or more years of experience working in a high volume contact center as a customer service lead or subject matter expert is required
- Associates or Bachelor’s degree preferred
- HDI Certification preferred
- ITILv3 or ITIL v4 certification preferred
- Oracle and ServiceNow experience highly desirable
Skills
- Candidate must be fully bilingual in English and French
- Excellent customer service and communication skills
- Demonstrates strong active listening & problem solving skills
- Able to multi-task
- Possesses leadership skills and ability to work independently.
- Possesses ability to use good judgment and handle crisis situations.
- Ability to identify and resolve more complex issues promptly and accurately
- Possess strong organizational skills
- Demonstrates mentoring skills
- Ability to work in a team oriented environment
- Possesses ability to follow through with work directives and meet deadlines.
- Recognizes areas for potential need of process improvements.
- Time Management skills
- Demonstrate high integrity, trust and maintains strict confidentiality
- Possesses ability to work in a team-orientated atmosphere.
- Demonstrate ability to work independently and maintain self-directed work habits.
Working conditions
- Typically works in an office environment with adequate lighting and ventilation with a normal range of temperature and noise level
- Daily contact with internal and external customers
- Work may require substantial involvement in stressful situations causing considerable strain.
- Daily communication with department, area personnel, and customers.
- Work assignments are generally routine and repetitive. Management will provide detailed instructions.
- Some physical effort is required to remain in a sitting position for prolonged periods while concentrating on specific task
- Requires moderate dexterity for regular application of basic skills (calculator, keyboard, eye/hand coordination)
Salary- $45,000 - $48,000/year
