Bi-lingual (Canadian French) Customer Service Representative

The Role

As a Jewel Representative, you will be instrumental in resolving issues and providing exceptional customer service to our Ambassadors. You will foster positive relationships, proactively support Ambassadors' business goals, and ensure seamless and effective issue resolution. Success in this role is defined by your ability to provide high-quality service, achieve first-time resolution, and maintain positive, cross-functional relationships that enhance Ambassador satisfaction.

Employee Value Proposition

Join a collaborative team dedicated to helping Ambassadors succeed. You'll be at the forefront of service excellence, influencing the Ambassador experience and gaining expertise in customer relations, complex issue resolution, and cross-departmental collaboration. This role provides a unique opportunity to make a tangible impact in a supportive and dynamic environment.

Key Performance Objectives

• Successfully resolve customer issues with a focus on achieving first-time resolution, enhancing the Ambassador experience, and fostering satisfaction.
• Consistently deliver timely and accurate responses to inquiries, ensuring alignment with company service standards and providing a positive impression of service quality.
• Build and maintain effective, cross-functional relationships to expedite and close Ambassador issues efficiently, reflecting a collaborative approach and commitment to excellence.
• Communicate current company promotions, events, and contests effectively to keep Ambassadors engaged and supported in achieving their business goals.
• Continuously contribute to team goals by supporting strategic initiatives that improve service quality and operational efficiency.

Performance Accountabilities

• Issue Resolution: Handle and resolve product or service concerns from top-tier Ambassadors, accurately diagnosing the root cause, implementing effective solutions, and following up to ensure successful resolution.
• Communication & Relationship Building: Demonstrate excellence in written and verbal communication, building rapport with Ambassadors and maintaining strong, collaborative relationships across departments to support Ambassador needs.
• Promotion & Information Sharing: Keep Ambassadors informed about current company promotions, events, and contests to support their business goals and maintain engagement.
• Complex Issue Handling: Manage challenging customer service situations independently, demonstrating ownership of each case, sound judgment, and making necessary exceptions to resolve unique issues.
• System Utilization & Documentation: Utilize Plexus systems to provide business support, accurately documenting all support provided, and assisting in identifying areas for improvement and operational efficiency.
• Strategic Project Support: Collaborate with leadership to develop service strategies, establish service targets, and participate in project teams to enhance overall service quality.

Performance Qualifications

• Educational Foundation: A high school diploma or GED is required. An associate degree in business, communications, or a related field is preferred.
• Proven Expertise:
• Minimum of two years of customer service or administrative support experience; three years of customer service experience is preferred.
• Demonstrated ability to independently handle complex customer service scenarios with a solutions-focused approach.
• Strong computer proficiency with the ability to navigate multiple systems efficiently and manage a variety of digital tools simultaneously.
• Experience in a collaborative team environment, with proven capacity to build and maintain positive relationships with internal and external stakeholders.
• Required - Canadian French Bi-lingual
• Solution-Oriented Skills:
• Excellent problem-solving skills with the ability to anticipate obstacles, make sound decisions, and take ownership of case resolution.
• Strong communication skills, adept in both written and verbal exchanges, with an emphasis on positive relationship management.
• Proficiency in using sound judgment to determine and authorize appropriate exceptions to enhance customer satisfaction.

Our Core Values

We contribute to the overall growth and success of Plexus by embracing the Plexus core values:

• We are One Plexus.
• We are accountable.
• We get the job done right.
• We empower others.

Benefits

• Highly rated and competitive medical plans.
• 401k with company match and immediate vesting.
• 1on1, personalized health coaching.
• Many other voluntary benefits.

• Thank you for taking the time to apply for an opportunity with our One Plexus team! If you had any issues during the application process, please contact us directly at.
• We are committed to protecting the privacy and security of your information. Visit our Candidate Privacy Notice for additional information.
• #LI-GP1