Senior Agent- Bilingual (French)
Nevian Consulting & Placement Services Inc
Etobicoke, Ontario
52d ago

The senior representative is responsible for a multitude of credit card account servicing functions including inbound customer service inquiries, credit card applications, fraud detection, dispute management, etc.

This role is responsible for delivering excellent customer service by focusing on first call resolution and reducing customer effort

Responsibilities

  • Senior Agent in a cross-skilled environment handling a multitude of servicing and risk management processes for the program
  • inbound servicing calls in an efficient manner, meeting or exceeding AHT targets
  • Use all available tools, resources, and decision-making skills to provide First Call Resolution for each customer inquiry
  • Respond to customer inquiries concerning their contracts, offerings, billing, payments inquiries
  • Provide information and assistance to customers related to inquiries on contracts, self-serve web, offerings, prices, payments
  • Perform outbound calls for credit applications and / or fraud transaction monitoring and cases
  • Respond to collection calls on customer accounts; obtain payment arrangements and manage interactions with difficult or distressed customers in a positive and productive manner
  • Qualifications

  • Must have excellent communication skills in both English and French
  • Must have 1-2 years of experience in a Call Centre environment
  • Ideally have work experience within the Credit Card or Financial Services industry
  • Must have a mathematical aptitude to calculate rates and billing
  • Experience handling escalated calls
  • Ability to work in a rotating shifted work environment including weekends and evenings (8.00 am and 11.00 pm)
  • English Advanced , French Advanced
  • Job Type Permanent / Full-time Job Location Etobicoke, Ontario Public Transit Yes Reference # 10F87F Benefits Included Yes Account Manager Munir Jamal Starting Salary $20 -

    $22 p / h (37.5 - 40 hour work week)

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