Kitco Metals Inc Hiring for Customer Experience Associate (FT) at Montréal, QC Full Time

Title: Customer Experience Associate

Reports to: Customer Experience Supervisor

OVERVIEW
As a Customer Experience Associate, you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding Kitco’s full range of products and services. Motivated by being an advocate for the customer and providing an exceptional customer experience, you will actively promote and sell products and services that matter to our clients based on their individual needs and goals. You will be helping customers new to investing in precious metals, as well as expert investors.

The selected candidate will work a full-time schedule of 37.5 hrs/week, between 2:00 pm and 10:00 pm on Monday to Thursday and 10:00 am-6:00 pm on Friday. Furthermore, as our customer service hours are from 8:30 a.m. to 10:00 p.m., the selected candidate may be also required to work a different shift should the need arise (eg. call volume peaks, vacation periods).

Training hours are from 8:30 a.m. to 4:30 p.m. and can last up to six weeks.

RESPONSIBILITIES:
The responsibilities of this position include, but are not limited to the following:

• Provide consistent and professional customer service on every call.
• Maximize sales from inbound/outbound calls and through online chat.
• Adhere to all Precious Metals department policies and procedures.
• Ensure customer issues are resolved promptly either via email, online chat, or outbound call
• Provide customers with current product and service information.
• New account creation (Lead generation initiative).
• Update and ensure accuracy of customer information in our database.
• Advocate for the customer – ensure their voice is heard at Kitco.
• All other tasks as needed.

REQUIREMENTS:

• Bilingual (English/French).
• Excellent English written and verbal communication skills.
• Ability to prioritize and handle multiple tasks.
• Creative problem-solving, anticipating the unexpected and having solutions readily available.
• Ability to accomplish goals and objectives on time with a focus on quality.
• Possess good judgment and quick thinking.
• College Degree in either Finance, Accounting or Economics.
• Fully proficient with MS Office, Outlook and Excel.
• 3 years of experience as a Customer Service Representative (in the Financial services industry would be an asset).
• Experience as a Precious Metals Trader (would be an asset).
• Passionate about helping customers and building lasting relationships.
• Sales- and service-oriented with a demonstrated ability to listen actively, identify sales opportunities, first-call resolution and problem solving.
• Strong time management, communication and negotiation skills.
• Attention to detail in a fast-paced environment.
• Demonstrated flexibility to adapt to a constantly changing environment.
• Team player with strong interpersonal skills.
• Positive and energetic attitude.
• Passionate about learning.

About Kitco Metals Inc:

Founded in 1977, Kitco Metals Inc. is headquartered in Montreal and has offices in New York and Hong Kong. Kitco is one of the largest retailers of precious metals in the world, and a specialized supplier of refining services. The company is an authorized reseller of products made by some of the most prestigious government mints. Kitco’s website, the world’s #1 precious metals reference, is visited by close to a million people every day. A leading industry innovator, Kitco was one of the first precious metal companies to offer free real-time market information applications for smart phones.

Job Type: Full-time