Job Summary:
We are seeking an energetic French-speaking Customer Service Representative. The right person enjoys a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.
Core Duties:
- Take inbound and outbound calls and process the incoming orders (via Teams, email)
- Provide technical (product) support and identify leads or potential upsell + cross sell possibilities, and assign leads to the Territory Manager
- Partners with the Territory Manager to ensure smooth handoff of new clients into their portfolio.
- Ensure excellent service and escalate issues to the correct person/department if needed
- Support junior colleagues with more complex tickets
- Create invoices
- Keep your product & systems knowledge updated via webinars/trainings
- Participate in CSR teams meetings and contribute to addressing improvement areas
- Translation of message templates (if in possession of any extra language skill)
- Create new customer accounts in our ERP systems
- Process warranty claims for Europe and UK:
- Manage resolutions for installed products, ensure accurate documentation and appropriate outcomes.
- Work with Operations and Quality teams to help determine root cause.
- Analyze warranty and return data to identify trends and support process improvements.
Qualifications:
- Associate degree equivalent required.
- Ability to communicate in French and English is a must
- Preferably 3 years’ experience in a Customer Service department
- Hands-on knowledge of XPEL products is a plus
- Excellent teamwork skills.
- Strong attention to detail and organizational skills.
- Results-driven with the ability to make sound decisions and exercise good judgment.
- Proficiency in Microsoft Office required; experience with customer service or ticketing systems preferred.
- Excellent analytical and problem-solving skills.
- Ability to work in accordance with the assigned work schedule.
- Make appropriate judgments, keeping customer service and time sensitivity a priority.
- Professional appearance and attitude.
XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.