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Relationship Manager with French and English

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DESCRIPTION

We’re looking for a customer-oriented Relationship Manager with French and English to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.  

 

Responsibilities:

  •  Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  •  Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
  •  Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
  •  Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
  •  Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
  •  Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  •  Mentor junior specialists as needed or requested by management.
REQUIREMENTS
  •  2-3 years of experience in customer service, customer support, or technical support is required.
  •  Proficiency in both written and spoken French and English.
  •  Some higher-level education is preferred.
  •  Certifications relevant to the product are helpful.
  •  Familiar with Microsoft products, programs, and services.
  •  Customer service experience and a desire to learn new technical skills.
  •  Strong negotiation and problem-solving skills.
  •  Good at developing and maintaining positive working relationships.

ARE YOU THE PERFECT CANDIDATE?
Relationship Manager with French and English