Position Overview :
Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Mandatory bi-lingual verbal fluency (English& French)
Provide first point of telephone contact for customers, visitors and staff; Route calls to appropriate resource, follow up customer calls where necessary, complete call logs
Responsible for day-to-day operations of large switchboard routing all incoming, internal and outgoing calls
Interviews calls for security purposes and screening processes and gathers data for routing
Quick problem solving / decision making with little or no advance warning
High touch requirement to deal with unhappy callers due to impact of organizational changes on processes (i.e. offshoring).
Answer phones professionally, respond to customer inquiries, research required information using available resources
Fluency in both official Canadian languages is required
High School Diploma or equivalent preferred
Proficient in relevant computer applications, knowledge of customer service principles and practices
Six months or more experience in a call center (switch board) environment.
Customer service experience, proficient keyboarding skills
Proficient use of computers and business software
Knowledge of administration and clerical processes, relevant product knowledge
Able to work independently with little or no direct supervision
Ability to put people at ease
Able to work in high pressure environment to deal with high call volumes
Please submit your resume to salvador trilliumhr.com to be considered for the position or contact Tamara at 604-598-2881 Ext 405
Number of Openings1