Customer Service Representative

Job Description

Customer Service Representative (Bilingual French/English) | Wolters Kluwer

The Tone:
This is a hybrid role at Wolters Kluwer, located in Toronto, Ontario, Canada, requiring in-office presence two days per week. Wolters Kluwer is dedicated to supporting professionals with information, software, and services, and this role is vital for ensuring excellent customer service and timely support delivery. As a Customer Service Representative, you will act as the company’s frontline, directly impacting customer satisfaction and supporting overall business objectives.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid – Toronto, Ontario, Canada
• Pay: $41600–$57200 yearly
• Mission: To provide excellent customer service and support team members to ensure high quality, timely service delivery.
• Tech Stack: Microsoft Office Suite, Outlook, Salesforce (preferred), SAP (preferred)

What You’ll Actually Do
• Customer Contact: Attend to incoming customer contacts via all available communication channels, acting as the company gatekeeper.
• Information & Satisfaction: Answer customer questions regarding terms of sale and product information, inform them about promotions, and recognize their needs to build trust and ensure satisfaction.
• Transaction Processing: Process sales and contract orders, account updates, payments, and refunds.
• Knowledge & Service Delivery: Maintain a high level of product and system knowledge, working with the management team to ensure proper customer service is being delivered.
• Record Keeping & Compliance: Maintain accurate customer records and notes, adhering to all company procedures, guidelines, and policies.

The Must-Haves
• Background: Entry-Level. College or university degree, or equivalent proven working experience.
• Experience: 1-3 years of related customer service, sales/telemarketing experience, or equivalent formalized education. Professional proficiency in both verbal and written French and English is required.
• Skills: Excellent verbal and written communication skills, proficiency with Microsoft Office Suite and Outlook, and strong organizational skills.
• Bonus: Experience with Salesforce and SAP is preferred.