Inbound Customer Engagement SpecialistCategory:Call Centre & Customer ServiceEmployment Type:ContractReference:BH-368839Bilingual French Inbound Customer Engagement Associateneeded for a long term contract opportunity with SAP Canadalocated in Vancouver, BC.Hours 7-4 or 8-5 Monday-Friday (Several times a year will start at 5AM to cover Barbados)Software/Technology Experience highly sought!$30/hr.Must reside in the Province of British ColumbiaThe Big Picture - Top Skills Should You Possess:Strong business acumenCustomer support experienceTeam playerWhat You'll Be Doing:This team responds to inbound inquiries via chat, phone and email by ascertaining the nature of the inquiry (prospective customer, service or general inquiry); obtaining lead qualification information from prospective customers (for campaign response inbound), researching (SAP systems and online) and routing to appropriate lead qualification team; answering questions or routing general / customer service inquiries to the appropriate team for follow-through. Establishes rapport, politely and professionally probes for information and continuously works towards an exceptional customer experience, resulting in high levels of satisfaction.Responsibilities include:Answering inbound Chats, phone calls and emails. Quarterly inbound interactions to be handled are expected to vary between 4000-9000 interactions per month, depending on available volumeManaging and organizing leads that come through SAP inbound channelsInputting leads into SAP CRM and other marketing automation tools in a timely mannerProfiling inbound leads, routing to the appropriate lead qualification or sales team enabling timely follow-throughProviding customer service by responding to inquiries received and/or routing to the appropriate team for resolution in a timely, courteous and professional mannerQuickly identifying potential escalations and immediately routing them to their manager for quick actionUndertake contact build activitiesDevelop and maintain good understanding of target's business and productsWhat You Need to Bring to the Table:A BBA, BComm, or BA graduate (minimum).Excellent customer support and communication skills.Strong business acumen.Interest in high-tech industry is a plus.Proficient in MS Office.Previous phone skills or customer service experience is an asset.Bilingual French writing and speaking is a plusIf This Sound Like You, Apply Now!Yoh makes finding and applying for jobs simple. Partner with Yoh to find the right opportunities across multiple industries in the US and UK. Find out more here!Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Visitto contact us if you are an individual with a disability and require accommodation in the application process.Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.