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DESCRIPTION
We’re looking for a customer-oriented Relationship Manager with French and English to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.
Responsibilities:
- Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
- Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
- Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior specialists as needed or requested by management.
REQUIREMENTS
- 2-3 years of experience in customer service, customer support, or technical support is required.
- Proficiency in both written and spoken French and English.
- Some higher-level education is preferred.
- Certifications relevant to the product are helpful.
- Familiar with Microsoft products, programs, and services.
- Customer service experience and a desire to learn new technical skills.
- Strong negotiation and problem-solving skills.
- Good at developing and maintaining positive working relationships.
