Dynamic French CSR position

Ensures that customers receive the best service possible through processing orders, enhancing incoming orders and coordinating with other departments. Supports the field team in achieving their goals within set guidelines. Generates extra sales via cross selling and up selling. Principal Accountabilities: 1. Service level Goal: Provide a high level of customer service, exceed customers
• expectations and resolve problems in a timely manner. Main task: 1. Assists customers by telephone with follow-up on orders as necessary until customers
• issues have been resolved. 2. Processes and enhances orders utilizing telephone, computer, and interpersonal interactions according to internal procedures. 3. Provides pro-active customer service. 4. Provides basic product assistance to customers via telephone conversations. 5. Assists customers by telephone with follow-up on orders as necessary until customers
• issues have been resolved. 6. Follows up on complaints and returns. 7. Provides pricing and availability to the customer by referring to product price list and quoting prices or by faxing the prices to customers. 8. Endeavour to attain substantial product knowledge by actively taking part in training sessions and ensuring that product information provided is retained. 9. Interacts effectively with warehouse, sales and technical services staff to gather information when necessary to research and resolve problems. 10. Identifies potential sales opportunities with customers and communicates those opportunities to the relevant staff. Client: customer, sales staff, warehouse 2. Cross selling Goal: Generates extra sales via cross selling and up selling. Main task: 1. Identifies cross selling opportunities and keeps track of them. Client: customer Contact: Contact with on a day-to-day basis with customers, the sales force in the field as well as the other customer service representatives in the Customer Service department and colleagues at other departments.