Remote Bilingual Customer Experience Representative

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Representant bilingue de l'experience client - A distance Ontario - A distance Quebec - A distance Colombie-Britannique - A distance Alberta - A distance Saskatchewan - A distance Manitoba - A distance Nouvelle-Ecosse

Description de l'emploi:

Resume de la position

Ce poste interagira avec les clients externes, par courrier electronique et par telephone, pour fournir un niveau superieur de service client. Ce poste travaillera egalement en etroite collaboration avec divers departements internes, notamment les ventes, les operations, le marketing, l'informatique et les finances, pour offrir une experience client positive tout en atteignant nos objectifs d'entreprise.

Que vas tu faire:

• Communiquer directement avec les clients par telephone ou par courrier electronique pour identifier et resoudre une grande variete de problemes et de demandes concernant la disponibilite des produits, l'execution des commandes, les commandes modifiees, les programmes, les prix et les politiques.

• Appliquer la connaissance des produits des applications residentielles pour fournir un depannage approfondi et complet au telephone et par courrier electronique.

• Enqueter, documenter et administrer les programmes de garantie des produits, y compris les credits, les remplacements et les autorisations de retour de materiel.

• Saisir et modifier les commandes des clients dans le systeme d'exploitation de l'entreprise de maniere precise et en temps opportun.

• Conseiller sur l'application et la fonctionnalite de base du produit.

• Travailler avec les departements internes pour la resolution des problemes des clients.

• Documenter les interactions clients dans l'application CRM.

• Respecter tous les accords de niveau de service dans le but de fournir une experience client positive.

• Adherer a toutes les politiques et procedures d'Allegion Canada Inc., y compris la sante et la securite.

Ce dont vous avez besoin pour reussir:

Connaissances, competences et aptitudes

• Capacite a communiquer de maniere professionnelle, positive et courtoise avec tous les niveaux de clients et d'employes.

• Comprendre les besoins et les attentes fondamentaux des clients pour fournir des solutions rapides et efficaces aux demandes.

• Motive et capable de gerer son temps et ses priorites pour accomplir plusieurs taches dans un delai specifie.

• Excellentes competences en communication ecrite et verbale avec la capacite d'appliquer des techniques de resolution de problemes.

• Le bilinguisme (francais/anglais) est prefere

• Connaissance de Microsoft Office et du systeme d'exploitation manufacturier (AS400).

Education

Education postsecondaire preferee

Experience

• Minimum de 2 a 3 ans de service a la clientele connexe requis et experience dans l'industrie preferee.

• Une experience en centre d'appels est preferable.

• Une experience en fabrication/distribution est un atout

Pourquoi travailler pour nous ?

Allegion est un endroit ideal pour developper votre carriere si:

• Vous recherchez une opportunite enrichissante qui vous permet de veritablement aider les autres. Avec des milliers demployes et de clients a travers le monde, il existe de nombreuses possibilites davoir un impact. Comme le disent nos valeurs, c'est votre affaire, courez avec .

• Vous recherchez une entreprise qui investira dans votre developpement professionnel. A mesure que nous grandissons, nous voulons que vous grandissiez avec nous.

• Vous voulez une culture qui favorise l'equilibre travail-vie personnelle. Nos employes beneficient de genereux conges payes, car chez Allegion, nous reconnaissons que vous avez une vie bien remplie en dehors du travail!

Ce que vous obtiendrez de nous:

• Un engagement envers la diversite, l'inclusion et l'appartenance: faire la difference et diriger avec un objectif

• Environnement d'equipe a haute energie, influent et collaboratif

• Possibilites d'exploiter vos atouts uniques grace aux tests et au coaching Clifton Strengths.

• Plans de developpement individuels personnalises et cartes de croissance pour vous aider a liberer votre plein potentiel et votre graphique de carriere avec Allegion.

• Salaire de base competitif

• Couverture d'assurance maladie, dentaire et autre, pour vous aider a etre en securite et en bonne sante

• Remboursement des frais de scolarite

• Rabais pour les employes

• Implication communautaire et opportunites de redonner afin que vous puissiez servir les autres, pas vous-meme

Postuler aujourd'hui!

Rejoignez notre equipe dexperts des aujourdhui et aidez-nous a faire du monde de demain un endroit plus sur!

Vous ne savez pas si votre experience correspond parfaitement au role? Des etudes ont montre que certaines personnes sont moins susceptibles de postuler a un emploi a moins qu'elles ne satisfassent a toutes les qualifications et a toutes les qualifications preferees d'une offre d'emploi. Chez Allegion, nous nous engageons a creer un lieu de travail diversifie, inclusif et authentique. Donc, si ce poste vous enthousiasme mais que votre experience passee ne correspond pas parfaitement a tous les elements de la description de poste, nous vous encourageons quand meme a postuler. Vous etes peut-etre le bon candidat pour ce poste.

Bilingual Customer Experience Representative-Remote Ontario-Remote Quebec-Remote British Columbia-Remote Alberta-Remote Saskatchewan-Remote Manitoba-Remote Nova Scotia

Job Description:

Position Summary

This position will interact with external customers, via email and phone to provide superior level of customer service. This position will also work closely with various internal departments including sales, operations, marketing, IT and finance to deliver a positive customer experience while meeting our corporate goals.

What You Will Do:

• Communicate directly with customers via phone or email to identify and resolve a wide variety of issues and inquiries regarding product availability, order fulfillment, change orders, programs, pricing, and policies.

• Apply product knowledge of residential applications to provide thorough and comprehensive troubleshooting while on the phone and through email.

• Investigate, document, and administer product warranty programs including credits, replacements and return material authorizations.

• Enter and modify customer orders in the business operating system in an accurate and timely manner.

• Advise on basic product application and functionality.

• Work with internal departments for resolution of customer issues.

• Document customer interactions in CRM application.

• Meet all service level agreements in an effort to provide a positive customer experience.

• Adhere to all Allegion Canada Inc. policies and procedures including Health and Safety.

What You Need to Succeed:

Knowledge, Skills and Abilities

• Ability to communicate in a professional, positive, courteous manner with all levels of customers and employees.

• Understand basic customer needs and expectations to provide prompt and effective resolutions to requests.

• Self-motivated with ability to manage time and priorities to complete multiple tasks within a specified timeframe.

• Excellent written and verbal communications skills with the ability to apply problem solving techniques.

• Bilingual (French/English) is preferred.

• Knowledge of Microsoft Office and manufacturing operating system (AS400).

Education

• Post-Secondary Education preferred

Experience

• Minimum 2-3 years related customer service required and industry experience preferred.

• Call Center experience is preferred.

• Manufacturing/distribution experience is an asset.

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, theres plenty of room to make an impact. As our values state, this is your business, run with it.

• Youre looking for a company that will invest in your professional development. As we grow, we want you to grow with us.

• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

What Youll Get from Us:

• A commitment to Diversity, Inclusion & Belonging: making a difference and leading with purpose

• High energy, influential, cross collaborative team environment

• Opportunities to leverage your unique strengths through Clifton Strengths testing and coaching.

• Customized individual development plans and growth maps to help you unlock your full potential and career graph with Allegion.

• Competitive base salary

• Health, dental and other insurance coverage, helping you "be safe, be healthy"

• Tuition Reimbursement

• Employee Discounts

• Community involvement and opportunities to give back so you can "serve others, not yourself"

Apply Today!

Join our team of experts today and help us make tomorrows world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if youre excited about this role but your past experience doesnt align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

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Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because were required to, but because its the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team .

Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer

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