March 28, 2024
Electric Energy Jobs

Bilingual Customer Care Associate

Organization:
Esri Canada
Region:
Canada, Ontario, Toronto
End of contest:
December 18, 2017
  This job posting has expired
Type:
Full time
Category:
Customer service
Description

Esri Canada Limited has an immediate need for a Bilingual Customer Care Associate, based out of the Corporate Head Office in Toronto. The role is to meet and often exceed customer expectations by managing our customer's post-sales business transactions. Once order is received it is managed by Customer Care for the delivery of Esri's industry leading Geographic Information System (GIS) products. This leadership position is achieved by delivering the best customer experience of any supplier in the market, thus providing sustainable revenue growth.

The Bilingual Customer Care Associate's responsibilities include:

  • Manage the Customer through their full life cycle - confer with customers to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
  • Manage and strengthen the relationship with our customers by providing proactive Customer Care and acting as the liaison between the company and customer. Through customer communications and various customer input mechanisms, facilitate a positive and productive long-term relationship with our internal and external customers. 
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Research and review contracts highlighting upcoming renewals. Use a proactive approach, contact customers to discuss maintenance value and maximizing their investment in Esri Canada
  • Interact effectively with other departments to follow up on issues, enhancing the responsiveness to the customer thereby improving the relationship and level of satisfaction with products and services
  • Maintain a current and accurate hot list' of customers requiring special attention to ensure payment, fulfillment, customer retention, and contract renewal
  • Keep management informed of status of critical problems awaiting resolution
  • Lead, manage and be accountable for:

Order processing, transfer requests and resolving customers' service or billing issues

Follow-up on actions with Account Managers (Customers) and Business Partner Managers (Suppliers & Business Partners VAR agreements)

Manage contract billings (quote/invoice) and renewals (maintenance or term)

Assist in Attrition management by interviewing or getting feedback from customers wanting to cancel their maintenance

Participate in Un-Posted, AR tracking and monthly meetings regarding the status of the accounts

Assist in product/program update delivery planning

Requirements

Specific skill requirements:

  • University degree, College diploma or equivalent work experience
  • Minimum 5 years of experience in customer service / order management environment, preferably in the software industry
  • Must be fluent or bilingual (English / French)
  • Strong working knowledge of Microsoft office suite (MS Word, Excel, PowerPoint)
  • Strong understanding of complete order fulfillment process

Competencies in the following are essential:

  • Customer focused with a can-do attitude
  • Strong problem-solving skills with out of the box thinking
  • Team player / relationship builder with strong interpersonal skills
  • Strong communicator (written and verbal)
  • Attention to detail and accuracy
  • Ability to work under general direction, without detailed instructions
  • Flexibility to adapt to changing processes.
  • Strong multi-tasking skills

Considered as assets for this position are the following

  • Strong working knowledge of SharePoint, SAP and Salesforce
  • Understanding of software sales agreements / policies
  • GIS software knowledge

File Number  2017-038

Qualified? Submit your resume, quoting the file number, via email to jobs@esri.ca (Microsoft Word or PDF format).

Contact

Esri Canada

12 Concorde Place, Suite 900

Toronto

Ontario Canada

www.esri.ca


Other relevant information

Esri Canada provides a dynamic work environment, an opportunity to build your skills with leading tools and technologies and a team based approach. We offer attractive salaries with an outstanding benefits package.


 From the same category : customer service