Job Expired
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This posting has expired and applications are no longer being received and this job does not show up on the main job list.
| Location: | London, ON |
| Date Posted: | Oct 18, 2023 |
Job Description
VIP Customer Support Lead
Location: Remote Canada
Reports To: Program Director
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
The Role:
The French Bilingual Customer Support Specialist VIP position is responsible for providing quality and efficient customer service to customers via phone calls and emails. The primary responsibilities include: responding to inquiries, resolving problems and escalating any issues to the appropriate departments and/or staff, maintaining customer relationships.
What You'll Be Doing In This Role
- Field incoming help requests from end users via telephone, email and trouble ticket system in a courteous manner
- Build positive rapport, develop productive, professional client relationships and an in depth understanding of client needs
- Handle domain change requests
- Coordinate the launch of new websites and changes from web provider to another
- Troubleshoot Inventory, Incentive and Imagery issues. Resolves these issues when possible or coordinate the problem resolution with various technical expert
- Qualify, research, diagnose, prioritize, escalate and resolve issues with urgency
- Manage client communications and internal communications until resolution
- Document all client interactions, errors and suggestions in CRM and trouble ticket systems
- Report customer and process status’s to team, manager and other departments as needed
- Provide gold level customer service
- Other duties as required by the position
- French Bilingual mandatory, verbal and written.
- Quebecois French, Francophonie strongly preferred
- Available to work flexible shifts: Mon – Fri. 8am – 8pm EST, stat holidays and overtime as needed
- High level of tact, professionalism, diplomacy and negotiation skills required at all times
- Excellent interpersonal, effective verbal and written communication skills
- Ability to work in a fast-paced, rapidly changing environment where high client expectations exist
- Outgoing, enthusiastic and self-motivated who can multi-task, adapt to shifting priorities and can complete tasks on time with a high yield
- Strong problem-solving skills; good prioritization, logical and critical thinking, good attention to detail
- Microsoft Office and/or Google Suite
- Domain Management, familiarity with XML databases, FTP experience, website design/build are assets
- Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
- Dealer / Automotive experience is an asset
- Leader Led
- Remote First
- Foster Flexibility
- Reward Performance
- Time Off Matters
J.D. Power is?clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.
Our Values
At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.
Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,?each and every?member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.
Change Makers - At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.
Team Driven - At J.D. Power, we are one?team?and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts.?At J.D. Power, these values are more than words.
J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
J.D. Power is an equal-opportunity employer and compliant with AODA/ADA legislation. Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com.
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