Bilingual Product Support

Job Description

Rust-Oleum Canada is a worldwide leader in protective paints and coatings for both home and industry. We offer a wide range of market leading brands in small project paints, wood care and high performance coatings.

ESSENTIAL JOB RESULTS:

Results will reflect that the associate is a highly motivated, professional, energetic individual, with an ability to problem solve and handle multiple priorities in a timely and organized fashion, with integrity. The successful candidate will be approachable and have a customer focus.

The primary result expected from the Bilingual Product Support Associate is to assist internal/external consumers and customers by providing product recommendations and information and resolving product problems.

RESPONSIBILITIES:

Typical tasks for this position include (but are not limited to) the following:

  • Confer with customers by telephone, email or live chat to provide information about proper selection of products and their use, products and services or help resolve product complaints.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in our complaint tracking database.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Liase with other departments to investigate unresolved customer grievances.
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any potential reimbursements.
  • Resolve customers' product complaints by performing activities such as exchanging merchandise, refunding money, and forwarding information to appropriate departments for adjusting bills.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Rust-Oleum is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Rust-Oleum will make accommodations available to applicants with disabilities upon request during the recruitment process.

Required Skills

QUALIFICATIONS:
  • Minimum 2 years Customer Service Experience delivering product support, or 4 years experience in the customer service field.
  • Solid understanding of the Customer Service Function.
  • Candidate must be fluently bilingual (English/French) (oral and written).
  • Ability to handle multiple priorities at the same time.
  • Customer focused, patient with people, great listening skills and excellent phone manner are required.
  • Must be a team player who can deal with adversity, highly stressful situations and challenges on a daily basis.
  • Excellent communication skills, both verbal and written.
  • Strong MS Excel skills are a requirement.
  • Previous experience in SAP is an asset.
  • Experience in do-it-yourself projects an asset.
  • Proven analytical skills and attention to detail.
  • Ability to work a flexible schedule (occasional evenings and Saturdays) as required.
  • Selected candidate will be punctual, energetic, articulate, positive and professional.

Job Location
Concord, Ontario, Canada
Position Type
Full-Time/Regular
Street Address

200 Confederation Parkway, Concord, Ontario L4K 4T8


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