Job Description

We are seeking an energetic French-speaking Customer Service Representative. The right person enjoys a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.

Core Duties:

• Take inbound and outbound calls and process the incoming orders (via Teams, email)
• Provide technical (product) support and identify leads or potential upsell + cross sell possibilities, and assign leads to the Territory Manager
• Partners with the Territory Manager to ensure smooth handoff of new clients into their portfolio.
• Ensure excellent service and escalate issues to the correct person/department if needed
• Support junior colleagues with more complex tickets
• Create invoices
• Keep your product & systems knowledge updated via webinars/trainings
• Participate in CSR teams meetings and contribute to addressing improvement areas
• Translation of message templates ( if in possession of any extra language skill)
• Create new customer accounts in our ERP systems
• Process warranty claims for Europe and UK:
  • Manage resolutions for installed products, ensure accurate documentation and appropriate outcomes.
  • Work with Operations and Quality teams to help determine root cause.
  • Analyze warranty and return data to identify trends and support process improvements.

Qualifications:

• Associate degree equivalent required.
• Ability to communicate in French and English is a must
• Preferably 3 years’ experience in a Customer Service department
• Hands-on knowledge of XPEL products is a plus
• Excellent teamwork skills.
• Strong attention to detail and organizational skills.
• Results-driven with the ability to make sound decisions and exercise good judgment.
• Proficiency in Microsoft Office required; experience with customer service or ticketing systems preferred.
• Excellent analytical and problem-solving skills.
• Ability to work in accordance with the assigned work schedule.
• Make appropriate judgments, keeping customer service and time sensitivity a priority.
• Professional appearance and attitude.

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.