Overview:
Recruiter: Montserrat Tavares
Position reports to: Evelyn Manzano
Provides assistance to the request of Preferred Customers and Distributors who speak French in Canada by taking their orders and providing follow up to any issue that might occur in their orders or memberships with the end goal of satisfying their needs.
- Take incoming calls for orders, relationship with the Preferred Customer and Distributors.
- Verify and document all request and inconveniences reported by the Preferred Customer and Distributors on their accounts or orders.
- Assist Preferred Customers and Distributors in replacing or tracking their products or orders.
- Cancel or modify an order if requested and possible.
- Confirm if charges on cards have been approved or rejected.
- Help in accessing their accounts or resetting passwords.
- Provide all the necessary information regarding active promotions for Preferred Customer and Distributors, also provide details of volume points to have a higher discount.
- Work with Warehouses and Courier Company to confirm information regarding an order, status of a product, tracking or canceling of a product.
- Availability to help on holidays inside the Contact Center or in events locally and foreign as required.
- Be trained in the new implementations that impact the area.
- Reactivate Preferred Customers and Distributors account as requested.
**Process and Control**:
- Follow the process and steps corresponding to orders issues, relationship with the Associate and assist with any requests related to their membership and/or Marketing Plan.
- Correctly document and codify cases in HN Care to provide follow up and the corresponding reports.
Job Qualifications:
**Organizational Relations**:
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- Interact with areas supporting the Preferred Customer and Distributors such as Sales Center and storage, Courier companies, Refunds and repurchase, Seniors for OS and MR, Business Practices and Finance.
**Competencies**:The following is a list of the minimum qualities that an individual must have to successfully take on the position and its responsibilities:
- High school or technical career completed
- Basic/Intermediate knowledge of the Sales and Marketing Plan
- Ability to interact with other areas
- Service Focused
- Ability to problem solve and make decisions
- Experience taking product orders
- Excellent verbal and written skills in Spanish, English and French
- Teamwork oriented
- Open to change
- Proactive and innovative
- Organized
- Adaptable
- Knowledge of system basics of the company
- Responsible
- Ability to observe and use common sense
MINUMUM QUALIFICATIONS: The following list shows the minimum requirements an individual should have to perform with responsibility and success in this position.
Abilities / Education/ Experience:
- Excellent skills written and spoken in Spanish, English and French.
- Technical Career or High School Diploma
- 1 year experience in customer service.
- Advanced knowledge on Marketing and Sales Plan.
- Ability to interact with other corporate areas.
- Distributor, customer, and teamwork oriented.
- Knowledge on de Microsoft Word, Excel, E-mail, Internet.
- Knowledge on HDMS, HMS, HNCare, Genesys y HCM
- Experience on Sales Order.
- Excellent communication, both verbal and written in Spanish.
- Teamwork oriented.
- Adaptable to changes, proactive and innovative.
- Organized
- Ability for problem solving and to complete tasks delegated by supervisor/coordinator.
- Capable of adapting to work environment.
- Wide knowledge on basic company systems.
- Fast learner.
- 40 written words per minute.
- High level of responsibility
- Ability to multitask
- Good grammar.
- Observative and high common sense.
- Good working under pression.
