Bilingual Customer Service Associate

Job Description

Company Overview

Rafflebox is a growing tech start-up for online fundraising that was created out of a desire to support local and community sports teams, charities and non-profits enabling them to do the work they are best at!

Our agile, high energy culture rewards top performance and the contributions of those passionate about our collective growth and success. We're incredibly proud of the team we have built and are looking for like-minded individuals to help us in our growth trajectory. Our team’s efforts are integral in empowering our clients to increase their fundraising, eliminate overhead and focus on what matters most – enriching communities one worthy cause at a time!

Position Summary

The Bilingual Customer Support Specialist will manage customer requests and queries in both English & French. You will also be asked to process account creations, site builds, site modifications, and escalate incidents across several communication channels. The successful candidate will be passionate about resolving client needs, and motivated to contribute to the company’s revenue growth, and business development. Strong written and verbal communication skills are key in this role along with being strategic, proactive, knowledgeable at navigating internal and external relationships, and most importantly be driven to succeed!

Key Responsibilities:

Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels – email – phone – chat.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Processing website builds, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues, as necessary.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Becoming familiarized with nationwide provincial raffle rules and regulations

Qualifications:

High school diploma, general education degree, or equivalent.
English & French Speaker
Understand how to create knowledge base articles to guide our clients
Image design (Adobe – Gimp – Canva) experience an asset
Web design experience is a plus
Experience working in a customer support environment
Sales experience is a plus
Experience with Microsoft Suite of products – Work – PowerPoint – Excel – Microsoft Outlook. (3+ Years)
HubSpot CRM/Ticketing Service experience an asset.
Prior experience in tech support, desktop support, or a customer service role. (1 Year)
Proficiency in Windows
Experience with remote desktop applications and help desk software.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication.
Experience with banking and credit card handling is a plus.
Bilingual (English/French) is an asset.