To accurately and efficiently process inbound customer calls at home, and to encourage sales through up-selling, cross-selling and substitute selling techniques, in both English and French
Accurately present information to all general and product related inquires.
Accurately and with a sense of urgency, process and add value to incoming customer sales calls.
Respond to internal and external customer inquiries for price quotes, availability of stock, store hours of operation, location and telephone numbers, product information, catalogue requests etc.
Inform customer of appropriate delivery charges if delivery is outside of established zone.
Process, document and implement the complete resolution of all customer concerns and issues.
Ensure awareness by delivery service of pick ups, exchanges and returns ensuring processing is done in a timely manner.
Ensure proper credit procedures are applied to customer's account upon return of product.
Update and change customer information on master file to reflect changes in customer records.
Source and send customer copies of receipts of previous purchases when requested.
Resolve and document all problem orders received.
Ability to work rotational shifts Monday through Friday (7:30 am to 10:00 pm) Saturday (9:00 am to 5:30 pm)
Ability to work from home
Proven experience and comfort with selling.
Strong sense of professionalism with dealing with all internal and external customers
Excellent interpersonal and communication skills
Professional telephone skills and excellent communication skills in both English and French.
Adapts well to a changing environment
Is proactive at resolving issues
Successful completion of high school diploma
1 year previous call centre, retail, or customer service experiences
Excellent computer skills including MS Word, Excel, and Power Point
Good understanding of internet applications and how they work
Superior systems and process capabilities
Office supply product knowledge