Job Description

Bilingual Customer Service Representative position

Hourly Pay: $22.15 per hour (certified bilingual CSR)

Shifts: Monday – Sunday 8:00am – 10:00pm (37.5 hours/week)

Benefits: After 3 months

Perks: Employee incentive program, accessibility to EAP

Vacation: 2 weeks

Description:

Job Purpose

The successful candidates will service all inbound customer inquiries which includes a face to face environment, phones, and web by resolving their issue on the first call. They will also be responsible for processing transactions in our client’s Video Exception Processing VEP department. These positions are in a unionized environment.

Duties and Responsibilities or Job Functions

•Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call.

•Transfer knowledge to our customers with the goal to resolve the customers concern without escalating further, while educating the customer on self-service options to avoid same/similar call backs in the future.

•Troubleshoot accounts, action all requests to the back office through internal systems to achieve resolution for the customers.

•Customer Service Representatives are required to meet all company, department and individual metrics.

•Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions.

•Service our customers through multi-channeled contact ( face to face at our Service Centre, inbound calls, or outbound customer call backs)

•Perform other tasks as assigned

Qualifications

•General knowledge, equivalent to secondary school completion

•Must have a minimum of 1 year previous experience in an inbound call center or customer service environment (Call Centre experience is preferred)

•Minimum 1 year experience as a data entry operator (preferred)

•Significant use of computers.

•Confident ability to work with the public on the phone or face to face.

•Excellent data entry processing reading text, document use, numeracy.

•Experience working with a Billing System.

•Excellent verbal and written communication skills.

•Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks.

•Must be flexible to work in a shift environment (Monday to Sunday)

•Excellent problem solving skills, decision making, critical thinking, job task planning and organizing.

•Demonstrated ability to offer excellent attendance and punctuality.

•Self-motivated and able to function well independently or in a group environment.

•French Bilingual required

•French Bilingual certification required (to be arranged by the client)

Contact Details

Qualified candidates please contact Sarika at (905) 361 - 3987 ext. 115 for immediate consideration

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