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Bilingual Customer Service Coordinator

Communication - Marketing - Sales
Details:
Customer Experience
Relationship Management
Vancouver
Bilingual
July 1, 2018
Updated on
August 15, 2018
Valid until

Provides exceptional customer experiences and proactively delivers personalised service for new and existing customers, to help them through the process from application to end of contract.

At Silver Chef, we are committed to helping people achieve their dreams. We are a purpose-led finance company; one of only a handful of listed B Corps in the world. We get out of bed every morning to help hospitality entrepreneurs grow their business. We’re here to do meaningful work and make a difference - to our customers, our people, our shareholders and our community!

We’ve been around for over 30 years, and through hard work, passion and living our purpose every day, we’ve enjoyed strong growth and are future focussed. We care about the development of our people, and we want you to innovate, create and grow with us. We’re excited about our future – and we’re really excited about yours too!

What It’s Like to Work With Us

Our ‘village’ is made up of values driven people who are passionate about the work we do. We’re the kind of people that talk hospitality business every day. We know where the best restaurants and bars are, and we are enthusiastic about getting people together and connecting with our community.

At Silver Chef, work is a place where your purpose can come to life. We’re interested in who you really are!

We have lots of benefits to offer - check out some of them below:

Work with purpose. Join an accredited B Corp and have a close relationship with Opportunity International -  help us support people in developing countries achieve their dreams too

Paid volunteer days so that you can contribute back to our community

Competitive compensation package PLUS bonus component

A commitment to ongoing training and development opportunities

Extended health benefits package and generous parental leave policy

Monthly wellness initiatives including massages, lunches, birthday celebrations and table tennis

An open door working environment

A downtown location near transit

More About the Role

Provides exceptional customer experiences and proactively delivers personalised service for new and existing customers, to help them through the process from application to end of contract. Resolves phone, fax and email enquiries with customers and partners. Proactively supports internal business teams and distributes standard documentation.

Specifically, your role will include:

Customer Experience:

Main point of contact for customers and partners. Enquiries include providing product information to prospective and existing customers, approval for funding, advice about payment options and process, information regarding settlement requirements and process as well as end of contract options

Assists customers at each stage of the process from pre-application through to end of contract options. This may include but is not limited to operational activities such as: data entry, gathering of additional information, processing approvals, credit assessment, creation of rental contracts, processing of bond payments, settlement of contracts, facilitation the return process, processing payouts and change of account details

Provides knowledgeable, friendly and helpful service by understanding the needs of both internal and external parties. Effectively resolves any issues and takes appropriate action

Takes ownership for their own pipeline management and proactively follows up applications to ensure settlements occur in a timely manner

Ensures appropriate quality guidelines, financial objectives and phone and productivity KPIs are met

Maintains accurate records, and updates company systems as required

Relationship Management:

Interacts with a cohesive Customer Service team and provides support and training to fellow team members as required

Develops strong operational relationships with internal and external stakeholders

Delivers professional and timely responses to all Customer Experience issues in-line with agreed KPI’s and SLA standards

Communicates effectively with the team and all stakeholders. Updates them regularly on any roadblocks or outcomes.

Skills to Thrill

2+ years experience in customer service, financial services, call centre, hospitality, retail and/or administration

French language speaking and writing skills (required)

Great verbal communication skills including effectively explaining/promoting new concepts to customers

Effective written communication skills

High level of interpersonal skills including the ability to liaise, advise and interact well with other staff members and different stakeholders

Sound planning, organisational and problem solving skills

High attention to detail

Excellent computer literacy

Energetic and flexible team player

If this sounds a like role that interests you, we would love to hear from you!