Bilingual

Description

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?

• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of multiple assigned company clients. Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.
• Ability and flexibility to work hours as assigned we are a 24/7 Call Center.
• This is a position that requires all work shift availability, including mornings, afternoons, nights and weekends.
• This position requires you to be on camera during work hours
• Please watch the following quick video, to gain an exciting incite into the position & expectations. https://vimeo.com/1074741613/4ea9873ad2?share=copy
• Remote working, but must be permanently based in Ontario, Canada.
• $18.20 CAD hourly
  
  

What Are We Looking For in This Role?

Minimum Experience

• High School Diploma or Equivalent
• At least 6 months high volume call center (onsite or remote) experience from within the last 2 years.
• Must be fluent in French & English, written and oral.
  
  

Preferred Experience

• Banking experience
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
  
  

The position listed in this requisition is ineligible for the referral bonus award program.

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.