Bilingual Customer Support Representative (French/English)

Multi Service Overland Park , KS 66204

Posted 3 months ago

At MSTS, a World Fuel Services Company, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000- strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

When you click 'Apply', you will need to click on 'Create Account'. By creating an account, you will be able to view your applications and their statuses. Your password must contain 1 upper case letter, 1 number, and 1 special character.

World Fuel Services, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Principal Duties and Responsibilities for Customer Service Representative I

Establish a working relationship with our customers by communicating via mail, telephone, or personally with customer or company employee by performing the following duties. Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes and procedures. Illustrate initiative; proactively contact customers and merchants to address issues (e.g: rejections, disputes, authorizations, technical needs, potential account issues, etc.). Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage. May be asked to perform administrative tasks. Route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership). De-escalate challenging customers, clients or merchants and provide exceptional customer service. Record customer interaction details, comments, and complaints within the CRM system.

Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards. Actively participate in learning sessions. Provide insight and feedback for client quarterly business reviews and collaborate with team and leadership to create action plans from feedback received from client to improve program satisfaction. Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures. Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude.

Contribute to a culture of excellence by adhering to expectations for metrics and SLAs, participating in ongoing learning sessions and collaborating regularly with the team. Participate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership. Accept the need for change and adapt positively to internal and external changes. Provide feedback and assistance for processes and procedures for new program implementations.

Fully fluent in both French and English (verbal & written)

Daily Tasks

  • All expectations consistently demonstrated in an accurate, comprehensive and timely manner.

  • Answer external and internal inquires via phone, email, etc (including, but not limited to: basic data entry, reimbursement reconciliation, dispute resolution, transaction processing issues, process and procedure questions.

  • Prepare billings to be sent.

  • Complete account and user updates.

  • Send confirmation/approval communications.

  • Complete account onboarding steps.

  • Create and distribute applicable new launch announcements and welcome packets/letters/cards.

  • Request assistance by internal departments to address applicable program issues impacting clients, merchants and customers.

Required Experience, Skills and Abilities:

  • Fully fluent in both French and English (verbal & written)

  • Minimum of two years of Customer Service experience with heavy inbound call volume.

  • Work schedule flexibility.

  • Ability to skillfully manage challenging customer situations.

  • Excellent listening skills.

  • Coachable with ability to improve performance based on feedback.

  • Proficient with Outlook, Word and Excel.

  • Strong ability to work in a team and independent environment.

  • Ability to consistently meet expectations in an ever-changing environment.

  • Effective problem identification skills solution-oriented.

  • Professional written and verbal communication skills.

  • Highly motivated and enthusiastic.

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All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Principal Duties and Responsibilities for Customer Service Representative I Establish a working relationship with our customers by communicating via mail, telephone, or personally with customer or company employee by performing the following duties. Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes and procedures. Illustrate initiative; proactively contact customers and merchants to address issues (e.g: rejections, disputes, authorizations, technical needs, potential account issues, etc.). Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage. May be asked to perform administrative tasks. Route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership). De-escalate challenging customers, clients or merchants and provide exceptional customer service. Record customer interaction details, comments, and complaints within the CRM system. Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards. Actively participate in learning sessions. Provide insight and feedback for client quarterly business reviews and collaborate with team and leadership to create action plans from feedback received from client to improve program satisfaction. Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures. Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude. Contribute to a culture of excellence by adhering to expectations for metrics and SLAs, participating in ongoing learning sessions and collaborating regularly with the team. Participate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership. Accept the need for change and adapt positively to internal and external changes. Provide feedback and assistance for processes and procedures for new program implementations. 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Bilingual Customer Support Representative (French/English)

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