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Customer Support Representative Multilingual French or Dutch and English and East Coast Hours (remote)

  • Telecommunication, Call Centre, Customer Service Jobs

Description

POSITION SUMMARY:

As a multilingual Customer Support Representative, you will be responsible for supporting our French or Dutch and English speaking customers via email. You will need to be able to write and speak fluently in French or Dutch as well as English. Additional fluency in other languages is a plus. You will represent the Blurb brand to our global customer base and support them by answering questions, solving problems and communicating feedback and requested features back to the company. This role is remote, so while you will be working with a team, you need to be able to work effectively on your own, and be comfortable with remote collaboration tools like Zoom, Slack, and others. One should also be able to have a quiet workspace for meetings and team collaboration.

 

ESSENTIAL FUNCTIONS:

• Resolving inbound customer inquiries efficiently and successfully

• Monitoring and maintaining business SLA’s for response times

• Interfacing with product development, product design and operations to escalate and resolve issues

• Suggesting changes in Customer Support policies and internal workflows to create efficiency and improved results

• Other projects as assigned

Specific Requirements

Skills:

• Strong communication skills, both written and verbal, especially when explaining complicated issues

• Customer-focused

• Proven ability to learn quickly

• Proven organizational and problem-solving skills; attention to detail

• Moderate technical abilities – comfortable working with and troubleshooting multiple desktop applications, file formats, and operating systems; ability to quickly learn customer support tracking/management system

• Moderate analytical skills – comfort with tools and processes involved in data-driven decision-making

• Comfort working in a fast-paced and fluid environment – self-starting, ambitious and flexible

• Personable, outgoing team player; Must work well independently and with a team

• Fluent in French or Dutch.

 

In addition, you possess the following qualities:

 

• You interact effectively and harmoniously with other people

• You are able to see the big picture and can be strategic in your decision making 

• You take initiative and are results-oriented

• You are a strong communicator, within your team and across functions

• You are comfortable working in a fast-paced and fluid environment – self-starting, self-driven, ambitious and flexible

• Knowledge of the book printing process, shipping/logistics, publishing/distribution a plus

• Experience with design/photography a plus

• Fluency in Spanish, German, Dutch, or Italian a plus.

• And last but not least, you radiate a positive attitude and your colleagues agree that you are collaborative and a solid team player

 

Hard Skills

  • Outlook Express
  • Client management
  • Cross-functional collaboration

Soft Skills

  • Communication
  • Team player
  • Skilled Collaborator
  • Flexible
  • Driven

We offer

Performance Measures (This is how your success will be measured):

 

• Achieve strong customer ratings via customer feedback

• Support customers to ensure a positive experience with Blurb

• Achieve Business SLA’s for response times

• Demonstrate clear communication of customer feedback with supported data

 

Work Environment:

May be expected to work irregular hours on occasion