Bilingual Customer Services Representative Job Surrey area,BC Canada,Customer Service/HelpDesk

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Refuel is proud to be recognized for its commitment to safety and culture having been named Top Fleet Employer (2020, 2021, 2022, 2023),
Canada’s Safest Employers – Logistics & Supply Chain (2020, 2021) and certified as a Great Place to Work. As Canada’s largest and most experienced mobile refueller, 4

Refuel has dominated the direct-to-equipment market for over 25 years and ranks among the country’s largest fuel buyers.

The role of the Bilingual Client Service Representative is to perform the responsibilities listed below in a positive and professional manner under the guidelines of Total Quality Management (TQM). To ensure, through teamwork, that your efforts are focused on maximizing the efficiency of these functions, while meeting the needs and expectations of both our external and internal clients.

Working hours are Tuesday to Saturday 9:00am - 6:00pm est.

Remote Work

What you will do:

Maintain and improve the high quality of service 4

Refuel has developed by ensuring safe, timely and cost effective

delivery to our clients, coordinating with our team of operators and Operations department

Utilize the dispatch/routing/CRM software available to reference conversations with clients, their site locations, equipment and refuelling requirements

Planning and organizing of call-in deliveries and dispatch accordingly

Receive updates and provide details to Operations and Sales teams on scheduled client changes

Receive and process COD delivery requests and authorize credit card as required

Maintain communication with the client throughout the duration of their fuelling requirement, communicating both positive and negative occurrences

Keep the Operations team and the Territory managers updated on significant issues; report any non-service issues as they happen to appropriate parties

Provide assistance and direction to operators regarding routes, equipment utilization, Touch

PC troubleshooting and client's requirements

Problem solve as issues arise, working with Operations, Sales and/or Administration in order to resolve

Maintain an excellent relationship with clients, operators and other employees

billing issues, including client related charges, supplier/pickup, entries, outstanding cash/credit card deliveries

Provide support to Operations staff after hours and on weekends via Cell phone, as needed

Develop and maintain an on-going self-improvement program

Perform other related duties as assigned

Skills/Abilities

Required:

Must be Bilingual in French (Written & Spoken)

Strong interpersonal and communication skills dealing with both external customers and with internal customers at all levels of an organization

Ability to multi-task and work under the stress of the needs of varied client/internal issues; it is vital to maintain composure in high activity situations

Strong attention to detail and organization skills

Must be self-motivated and also have the ability to motivate and direct Operators

Ability to work in a team environment

Intermediate to advanced skills in MS Word, Excel, Streets & Trips/Mappoint

Knowledge of a variety of communication devices, i.e.:
Cellular,2-Way telephone devices and email

Strong knowledge of Canadian geography, truck/trailer equipment and GPS tracking

Possess good phone mannerism

Accessible 24/7 to handle coverage or emergency situations

Availability to work on-call (via phone) on a rotating basis with other CSR’s (approximately 1 weekend per month)

Education Requirements:

Minimum Grade 12 Diploma

Post-Secondary education in a logistics program and/or combined industry experience is an asset

Thank you for your interest in applying, only qualified applicants will be contacted.

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Refuel welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to diversity at 4

Refuel, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. 4

Refuel does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.


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