Customer Success Representative (Bilingual)
IBI Group
- Fredericton, NB
- Permanent
- Full-time
- Maintaining customer knowledge base.
- Responsible for responding to customer inquiries and performing follow ups as needed in the form of emails and telephone calls in both French and English.
- Assist the Customer Success Team with technical support for app users and municipalities.
- Report system bugs to the proper departments as needed.
- Handle administrative tasks such as reviewing parking ticket appeals, making payments and responding to customer reviews.
- Customer support satisfaction level as measured by Zendesk and quarterly client Surveys.
- Customer product usage and adoption by client.
- Call times and quality/quantity of requests handled as assessed by the manager.
- Reviews posted by our users. Knowledge Skills and Qualifications
- The ability to maintain a healthy relationship with customers and clients.
- Strong organization skills.
- Strong communication skills both internally and externally.
- Bilingual
- Ability to generate precise written and verbal correspondence which can be measured by: Grammar, tone and level of accuracy in responses.
- Ability to work on a team and communicate effectively across multiple departments as well the ability to work independently.
- Basic computer knowledge and skills such as Microsoft Office and Gmail.