Client Support Representative - Canada

Client Support Representative

Intertek is searching for an Client Support Representative to join our SAI team.

This is a fantastic opportunity to grow a versatile career in Inform!

The Client Support Representative is responsible for:

The position will be dealing primarily with client queries across a variety of products, services and channels within multiple territories, ensuring a high standard of customer care and support is provided.

Adhering to set process and procedures to ensure consistent, excellent customer service.

Meeting objectives to contribute towards the business goals.

What you’ll do:

Customer Service; Provide excellent customer service experience by:
- Responding to customer queries received in a timely accurate manner according to SLA specifications; managing allocated workloads, whilst maintaining an understanding of the Team priorities
- Preference for French language skills (Business/Professional Level)
- Take ownership of enquiries through to a satisfactory conclusion
- Keep customers fully updated of the progress of their enquiry
- Liaise effectively with colleagues and business teams to resolve cases timely
- Provide knowledgeable support to assist customers in sourcing the correct document required, within the guidelines provided
- Direct clients to the correct channel for their Standards procurement requirement
- Provide end-user training to support onboarding of new and existing clients

E-Commerce; Support customers to enable self-serve via the websites with purchasing, where appropriate:
- Respond to general e-commerce enquiries
- Assist customers through the search facility, registration and order process
- Troubleshoot any issues with a view to completing their order online
- Provide responsive aftercare; copy invoices, delivery enquiries etc.

Existing Business; Provide support for existing customers to benefit from product functionality and to reinforce that Intertek Inform is a complete multi-channel solution for their Knowledge requirement:
- Build product expertise to advise and direct the customer to the best solution for their needs, recognizing when an alternative solution may be beneficial
- Provide assistance for end-users of products/services; liaising with other departments where necessary
- Deliver product training
- Provide quotations for the sale of single publications to support overall product offering
- Share relevant customer information with Account Managers

Other
- Undertake administrative tasks to support customer retention
- Any other reasonable duties as required by the business

What it takes to be successful in this role:

- Proven customer service skills
- Fluency in English required; proficiency in French is preferred
- Knowledge of MS Office
- IT Systems knowledge
- Working experience of CRM, ideally Salesforce
- E-Commerce client support

To be successful, the role requires:
- A positive customer f...