Customer Support Coordinator - (Bilingual French (Quebecois) and English) - DZConnex Media

The Customer Support Coordinator will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. The coordinator will support omnichannel communication including phone calls, emails, chat interactions, and social media messages both in English and Canadian French. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.

Responsibilities

● Interact daily with customers ensuring the customer’s inquiry is responded to and resolved within SLA and target goals

● Communicate courteously and effectively, demonstrating soft skills to empathize with customer’s concern or comment

● Deliver world-class, proactive customer service to internal and external stakeholders

● Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms

● Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance

Requirements

● Associate degree or equivalent 2-years customer service experience

● Bilingual in Canada French (Quebecois) and English; comfortable and fluent reading, writing, and speaking both languages with customers

● Knowledge of mobile apps, connected devices, and digital TV technology

● Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service

● Experience with Zendesk preferred

● Proficiency with Office Suite and demonstrated competency in learning new software

● Strong technical skills and ability to type at least 45 words per minute

● Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice

● Ability to multitask by troubleshooting steps while maintaining customer and internal team communication

● Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable

● Strong analytical and critical thinking skills

● Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization

● Ability to adjust priorities and manage time wisely in a fast-paced environment

● Commitment to teamwork through relationship-building, reliability, trust, and collaboration

● Must have the legal right to work in the U.S.