This position reports to the Manager - Customer Service.
Main challenges :
Create an atmosphere of trust in order to establish a personalized relationship by telephone with our customers and offer excellent service
Promote the products offered by the Bank, guide customers through the wide variety of our financial products and services and propose new products that meet their needs
Carry out different types of research and analyses in order to provide accurate answers to customers' many questions, with a view to offering consistently outstanding customer service
Refer customers to the appropriate experts for more information depending on the needs expressed
Specifically, you will :
Coach the customer service representatives
Supervise the operations during the absence of the Manager, customer service
Independently negotiate, within previously defined limits, agreements with customers and other sectors in order to solve problems related to customer satisfaction
Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved
Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature
Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses
High school diploma and three years of relevant experience or College diploma and one year of relevant experience
Sales and customer service experience
Experience in coaching, an asset
Knowledge of banking products and services
Bilingualism (spoken and written) - English and French
We strive to be an inclusive organization where all employees are valued. National Bank stands out for its many initiatives to promote inclusion, making it a Canada-
wide leader in diversity.
See how we do it : https : / / jobs.nbc.ca / diversity Particular condition (external) : Please note that the work schedule may vary according to operational needs.
Customer Service Representative