Bilingual Customer Solutions Agent - Call Center Full-time Job

As a full-time Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the worlds best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes and multitask. 

We have embarked on a hybrid model. You will be required to work a combination of both in office and at home. 

Wage: $24.00/hour

Shift: Available to work various shifts Monday to Friday between 7AM to 8PM (No weekends)

Hybrid Model: Brampton Location - 2 days (Monday and Tuesday) in office and 3 days (Wednesday - Friday) at home per week 

Vacation: 3 weeks' vacation

Responsibilities

• Successfully sell Coca Cola products to established customers via multiple customer contact channels through up-selling and cross-selling established products and introduction of new brands and packages which results in increased volume and profitability
• Resolve all inbound and outbound support requests per established guidelines
• Identify and act as a company ambassador by offering best sales programs to drive customer value and grow the customer’s beverage business
• Deliver professional account management for designated Coca Cola customers
• Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders
• Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction
• Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues
• Escalate customer issues within established guidelines to ensure timely resolution
• Understands performance metrics and improves quality and capabilities to meet and/or exceed goals
• Ensure new/revised processes are understood and immediately applied to customer interactions via Coca Cola tools/resources
• Access multiple system applications simultaneously to effectively provide sales and service to customers
• Actively participate and contribute in engagement and team building activities
• Assist with projects per business needs

Qualifications

• High School Diploma or equivalent
• 2 years customer service experience with 1 year sales experience (contact center experience considered a strong asset)
• Proven ability to communicate persuasively, effectively and in a professional manner
• Proven ability to communicate effectively both verbally and in writing
• Demonstrated ability to provide outstanding customer service
• Demonstrated ability to successfully work independently and in a team environment
• Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
• Experience working in various computer applications
• Strong attention to detail and time management skills
• Demonstrated ability to understand policies/guidelines and use them as intended
• Ability to speak French fluently is considered an asset to your application

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