OSL Retail Services seeks a Bilingual Escalation Specialist to tackle customer issues head-on in Mississauga, Ontario. Leverage your language skills and problem-solving abilities to deliver exceptional service and outcomes.
In this pivotal role, you will act as the main point of contact for escalated cases, ensuring resolutions adhere to company standards. Your responsibilities encompass negotiating formal notices, legal claims, and consumer protection inquiries while collaborating with our legal team. Consistent follow-ups and monitoring will boost service quality.
Key Responsibilities:
• React to Quebec Formal Notices and legal claims
• Collaborate with internal legal counsel for settlements
• Manage responses to social media and consumer complaints
• Conduct weekly calibration calls for improving ECR
• Implement monthly case studies to track progress
Requirements:
• Full fluency in English and French necessary
• Bachelor’s Degree or Diploma preferred
• 2+ years in customer service or call centers
• Familiarity with electronics products is an asset
• Moderate skills in Microsoft Office
Drive customer satisfaction and operational excellence at OSL with your unique bilingual insight and negotiation capabilities.
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