Description
Client Support Representative
Intertek is searching for an Client Support Representative to join our SAI team. This is a fantastic opportunity to grow a versatile career in Inform!
The Client Support Representative is responsible for:
The position will be dealing primarily with client queries across a variety of products, services and channels within multiple territories, ensuring a high standard of customer care and support is provided. Adhering to set process and procedures to ensure consistent, excellent customer service. Meeting objectives to contribute towards the business goals.
What you'll do:
Customer Service; Provide excellent customer service experience by:
- Responding to customer queries received in a timely accurate manner according to SLA specifications; managing allocated workloads, whilst maintaining an understanding of the Team priorities
- Preference for French language skills (Business/Professional Level)
- Take ownership of enquiries through to a satisfactory conclusion
- Keep customers fully updated of the progress of their enquiry
- Liaise effectively with colleagues and business teams to resolve cases timely
- Provide knowledgeable support to assist customers in sourcing the correct document required, within the guidelines provided
- Direct clients to the correct channel for their Standards procurement requirement
- Provide end-user training to support onboarding of new and existing clients
E-Commerce; Support customers to enable self-serve via the websites with purchasing, where appropriate:
- Respond to general e-commerce enquiries
- Assist customers through the search facility, registration and order process
- Troubleshoot any issues with a view to completing their order online
- Provide responsive aftercare; copy invoices, delivery enquiries etc.
Existing Business; Provide support for existing customers to benefit from product functionality and to reinforce that Intertek Inform is a complete multi-channel solution for their Knowledge requirement:
- Build product expertise to advise and direct the customer to the best solution for their needs, recognizing when an alternative solution may be beneficial
- Provide assistance for end-users of products/services; liaising with other departments where necessary
- Deliver product training
- Provide quotations for the sale of single publications to support overall product offering
- Share relevant customer information with Account Managers
Other
- Undertake administrative tasks to support customer retention
- Any other reasonable duties as required by the business
What it takes to be successful in this role:
- Proven customer service skills
- Fluency in English required; proficiency in French is preferred
- Knowledge of MS Office
- IT Systems knowledge
- Working experience of CRM, ideally Salesforce
- E-Commerce client support
To be successful, the role requires:
- A positive customer focused attitude
- Ability to think on your feet, multitask and use initiative
- Methodical, logical approach to problem solving
- Excellent written and oral communication skills
- Strong organizational skills and attention to detail
- Well-developed listening skills
- Confidence to deal with customer and colleagues in different departments
Salary & Benefits Information
When working with Intertek, you can expect salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, Registered Retirement Savings Plan (RRSP) with company match, generous vacation/sick time (PTO), tuition reimbursement and more. Intertek employees are eligible for a variety of benefits including paid holidays.
Intertek's Commitment
Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision we work to exceed our customers' expectations, while engaging with our employees to be 10X in their performance and professional growth.
Our Culture of Total Quality Assurance
Intertek promotes a culture where motivated, customer-oriented employees can flourish, experience professional fulfillment, and reach their highest potential. At Intertek, we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer, and more sustainable place for all.
A career with Intertek offers rewarding opportunities to help companies around the world develop products that are used safely by millions of people every day. Intertek is the trusted advisor to many of the world's leading brands, companies, and governments, and has earned a reputation for accuracy, reliability, integrity, and technical competence. Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service with a purpose of bringing quality, safety, and sustainability to life.
We Value Diversity
Intertek's network of phenomenal people are our greatest assets, and the diversity they bring fuels our success. Intertek is an Equal Employment Opportunity Employer that values inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.
For individuals with Disabilities, who would like to request accommodation, or who need assistance applying, please email hr.canada@intertek.com
Please apply online at Intertek Canada Careers (oraclecloud.com)
*Intertek does not accept unsolicited approaches from agencies and will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
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