What are the responsibilities and job description for the Bilingual Customer Service Representative position at JOOLA?
JOOLA is seeking for a Bilingual (French and English) Customer Service Representative that will provide excellent customer service to our consumers.
JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports. JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in the U.S., Germany, Brazil, and China, JOOLA has a global presence and a wide distributor network.
This position manages consumer inquiries through emails, phone lines, and any other consumer-related communication channels. The role includes handling product inquiries, resolving complaints, processing orders, and ensuring that consumers receive timely and accurate information. This position works cross-functionally with other departments to provide seamless service delivery and customer satisfaction.
Responsibilities:
- Consumer Communication: Manage incoming emails and phone calls from consumers, providing timely responses to inquiries related to products, orders, and services.
- Order Processing: Assist in processing consumer orders through multiple communication channels (email, phone, web) and provide order confirmations.
- Complaint Resolution: Address customer complaints professionally and efficiently, ensuring a satisfactory resolution for the consumer while maintaining brand integrity.
- Product Inquiries: Respond to consumer questions about product details, availability, pricing, and shipping information.
- Customer Feedback: Gather consumer feedback and communicate insights to relevant departments to improve products and services.
- Data Management: Accurately document consumer interactions, transactions, and feedback into the customer relationship management (CRM) system.
- Order Follow-up: Monitor and follow up on pending or delayed orders, informing consumers of any changes or delays.
- Cross-Functional Collaboration: Work with internal teams (e.g., logistics, sales, marketing) to ensure timely responses to consumer needs and resolve issues.
- Customer Service Standards: Ensure that all consumer interactions meet company standards for quality and professionalism, maintaining a positive brand image.
- Special Projects: Support the customer service team with special projects as required, contributing to overall process improvement.
Experience:
- High School diploma or equivalent
- 1-3 years of customer service experience, preferably in a consumer-facing role or call center environment.
- Strong verbal and written communication skills, with the ability to communicate clearly and effectively with consumers.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) as well as NetSuite
- Experience with CRM software (Salesforce) is a plus
- Fluent in both English and French mandatory ( written and spoken)
