Bilingual Customer Solutions Agent - Jobs in Montréal, QC

Job Description

About This OpportunityAs a full-time Bilingual 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 world’s 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 can 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/hourShift: Available to work various shifts Monday to Friday between 7AM to 8PM (No weekends)Hybrid Model: Montreal Location – 1 day per month in officeVacation: 3 weeks’ vacationResponsibilities

• Answer incoming calls for sales orders, customer support, equipment service, myCoke website support, and/or general inquiries
• Execute customer support and equipment service tickets, process delivery requests, modify orders, execute reroute notifications, provide new product information etc.
• Effectively handle customer Chat inquires for the myCoke.com ecommerce platform
• Participate in outbound calling projects and/or other Customer Solutions initiatives
• Accurately update customer information and transactions in the Salesforce database
• Successfully offer beverage products to established customers through up-selling and cross-selling to achieve volume and profitability targets.
• Escalate customer issues within established guidelines in timely manner.
• Understand performance targets to meet and/or exceed goals.
• Learn and abide by Coca-Cola Canada Policies and Procedures. Remain up to date with our product lineup, updates, and process revisions to immediately apply to customer interactions
• Access multiple system applications simultaneously to effectively provide sales and service
• Attendance, schedule adherence and punctuality are essential for this role

Qualifications

• Excellent verbal and written skills in both English and French, with ability to communicate across different level. This includes solid active listening skills to deliver accurate information
• 2 years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
• Proven ability to multitask and pivot based on customer needs
• Proven ability to achieve sales, revenue, quality, and accuracy targets
• Demonstrated ability to provide outstanding customer service
• Ability to work independently and in a team environment
• Open to observation and coaching
• Strong ability to problem-solve and provide viable solutions based on customer needs and company objectives
• Experience working in multiple systems and applications
• Strong attention to detail and time management skills
• Experience with Salesforce considered a strong asset
• Must have a private home office space (high speed internet connection) during at home shift(s)

About UsProudly Canadian and Independently Owned, we are Coke Canada Bottling!Coke Canada Bottling is Canadas premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centres, and five production facilities nationwide.We have a 120-year heritage of manufacturing, marketing, selling, and distributing the major branded ready-to-drink products Canadians love.We pride ourselves on building diverse and sustainable relationships with our customers, consumers, stakeholders, and communities through our shared values: lead with an entrepreneurial mindset, collaboration, integrity, accountability, quality, and safety.Our brands include Coca-Cola®, Diet Coke®, Coca-Cola® Zero Sugar, Sprite®, Fanta®, Barqs®, NESTEA®, POWERADE®, Minute Maid®, DASANI® and vitaminwater®; and our partner brands: Canada Dry®, Monster Energy®, and A&W®.ImportantAll offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada Bottling”) are conditional upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal clearance, employment verification, education verification and drivers abstract review. . In addition, all new employees must be fully vaccinated against COVID-19 and provide Coke Canada with proof of vaccination. Please advise the Talent Acquisition team if you have any questions or concerns in regards to this once you are contacted for further consideration.Coke Canada Bottling is committed to creating a diverse and inclusive workforce with several programs, policies and resources in place to support our people. For individuals requiring accommodations or support throughout the recruitment process please contact our Talent Acquisition Services team by calling 1-844-383-2653 or email HR@cokecanada.com.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected