双语客户关系协调员 - 远程加拿大ASG（远程，任何省份）
Bilingual Client Relations Coordinator - Remote Canada ASG (Remote, Any Province
关于我们，Foundever®是客户体验 (CX) 行业的全球领导者。在全球拥有15万名合作伙伴，我们是为+800个世界领先和数字第一品牌提供最佳经验的团队。我们的创新性 CX 解决方案，技术和专业知识旨在支持客户的运营需求并为客户提供无的体验。通过每天支持+900万客户对话，以45个国家的60种语言，Foundeer 将全球实力和规模结合到创始人带头文化的敏捷，企业家态度，使各种规模和行业公司能够改变他们的 CX. 获得2024年，2023年，2022年和2021年全球最佳文化相似奖.2024年和2022年优秀雇主金斯蒂维奖获奖者 我们培养出一种令人兴奋的创造力，联系和承诺文化。阅读更多关于我们的文化：Foundever®故事。这个角色可能涉及使用批准的人工智能 (AI) 工具来支持日常任务，提高效率和增强决策。例子可以包括自动化工作流程，数据支持的建议，编写或总结工具，或者候选人/员工互动工具 （根据适用的情况）.这份职位机会代表了现有资格支持当前业务运营的空缺位置。负责提供日常运营支持和项目管理。负责客户通信，程序开发，维护和分析。通过提供先进的信息和规范来支持所有受影响的内部组织。对大多数复杂的客户查询的主要升级路径。解释要求并确定适当行动过程。进行研究解决问题。建议改善流程以确保客户满意度。跟踪以保证问题得到解决和改进实施与客户会议如需要。主要计划特定客户联系。从客户/后续中发生升级的连接。研究和后续问题。研究根本原因/解决方案 促进报告的交付。新流程/程序的提交。新流动/程序的发布。客户请求的及时处理。工作以确保客户信心作为内部项目和项目经理。设计最佳实践解决方案集。对流程/过程的问题。追踪新流程
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About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
Gold Stevie Award Winner for Great Employers in 2024 and 2022
We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Foundever® Stories.
This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).
This opportunity represents an existing vacancy supporting current business operations.
Summary of Responsibilities
Provides day-to-day operational support and program management.
Responsible for client communication, program development, maintenance and analysis.
Supports all impacted internal organizations by providing advanced information and specifications.
Primary escalation path for most complex customer inquiries.
Interprets requests and determines appropriate course of action.
Conducts research to resolve problems.
Recommends process improvement to assure client satisfaction.
Follows up to insure issues resolved and improvements implemented
Meetings with client as necessary. Primary program specific client contact. Relay of escalations from client/follow-up. Research and follow up on issues. Research root causes/resolutions
Facilitate delivery of reports. Submission of new processes/procedures. Posting new processes/procedures. Timely handling of client requests. Work to ensure client confidence
Act as internal program and project manager. Work to design “best practices” solution sets. Field questions about processes/procedures. Follow up on new processes/ procedures to ensure changes understood.
Other duties as assigned.
Position Qualifications
Knowledge of technology industry and basic understanding of general business management.
French Written/Oral skills preferred but not required
Leadership skills with ability to support and mentor more junior team members.
Analytical and problem-solving skills.
Strong communication and presentation skills.
Strong interpersonal skills focused on client satisfaction.
Ability to use a computer to complete daily duties
Work Experience
One to three years in industry-related sales; account management preferred.
Education
Four-year degree in business-related field or an equivalent combination of education and experience.
Salary Range
The base pay range for this position is up to CAD 43,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
Pre-employment Requirements:
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
Originally posted on Himalayas