Bilingual Customer Service Professional II
Apex Systems
Waterloo, Ontario
3d ago

Job # : 1079992

Bilingual Customer Service Professional

Client : Enterprise Insurance

Contract : 1 year

Location : Waterloo / Work from home to start

Description :

All candidates must be Bilingual in English and French!

Work schedule : Rotating schedule- must be available from 9am to midnight M-F and 9AM-9PM on the weekend

The Bi Lingual Customer Representative will be responsible for managing all aspects of customer service including answering inquiries via phone and e-mail, taking orders, and follow up services.

Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

Responsible to provide excellent customer service on specific product lines and / or a specialized function, by handling inbound calls and all related investigation.

Respond to calls related to banking issues, problem solving inquiries, while maintaining established service standards. Available to work shifts Monday through Friday 8 : 00 am to 12 : 00 a.

m. AST and Saturdays & Sundays 9 : 00am -9 : 00pm AST / 365 days.

Responsibilities :

  • Respond to all customer service inquiries, answering a standard number of calls and related investigation work by following set procedures and utilizing administrative expertise
  • Ensure positive and effective relationships are maintained with customers
  • Act as primary contact for customers’ requests by researching the problem / issue through interaction with multiple internal departments in order to find the appropriate information and solution
  • Proactively works to identify and correct customer issues, and resolve customer complaints and concerns, and coordinating with other staff and departments as required
  • Process transactions on specific product lines and maintain records accurately within established standards utilizing existing technology
  • Maintains a sound level of product, procedures, systems and industry knowledge, across specific product lines, and of the service provided by the company
  • Requirements :

  • Bilingual French
  • Excellent organization skills, with the ability to prioritize under stressful and changing circumstances
  • Ability to maintain a customer perspective when dealing with customers and advisors.
  • High level of phone confidence and professionalism.
  • Excellent verbal and written communication skills.
  • Excellent customer service negotiation skills with the ability to maintain a positive customer relationship in a very difficult situation
  • Ability to identify workflow, systems and procedural issues and escalate issues appropriately
  • Strong interpersonal skills required for interaction with internal / external customers and team members.
  • Ability to learn a variety of computer platforms and business processes required.
  • Good listener
  • Empathetic
  • Ability to identify callers needs quickly and provide resolution for various platforms and clients.
  • Great ownership / follow-up skills
  • Flexible / adaptable to change
  • Team player
  • Positive attitude
  • Ability to multi-task and prioritize
  • Excellent interpersonal, customer service & telephone skills
  • Knowledge of banking is an asset
  • Keen attention to detail with a customer centric approach
  • Previous experience in a customer service role
  • Ability to quickly learn new technologies and tools
  • Ability to work both independently and in a team setting.
  • Self-motivated
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