Bilingual Customer Service Representative

Title – Bilingual Customer Service Representative

Tenure: Full-Time, Temp-Perm

Location: Brampton, ON

Pay: $23.76 per hour

Schedule:

• Training (First 6 Weeks): Monday to Friday, 9:00 AM – 5:00 PM (100% in-office)
• After Training: Monday to Friday, 11:00 AM – 7:00 PM

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• Hybrid schedule:

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• 1 week in-office
• 1 week working from home

Position Summary:

We are seeking Bilingual Customer Service Representatives for our client in Brampton, ON. In this role you will work to ensure consistency in delivering quality service across all inbound customer touch points (Call, Chat, Email).

Key Responsibilities:

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• Respond to all incoming call, chat, and email interactions within grade of service targets; maintain an AHT (average handling time) as per targets and quality target of 90% by following all applicable processes and procedures.
• Handle 3 chats while researching various in-house applications and documenting the inquiry. Advisors must have the ability to work through several problems simultaneously to be effective.
• Provide professional and timely responses to customer inquiries on shipment status, ensuring service failures are minimal where possible, and that the customer is informed of all progress throughout.
• Gather and provide information on shipment status, address changes, proof of delivery and gather the appropriate details to ensure the timely completion of files that require additional support from other depts.
• Book pick-up calls using the automated dispatch system along with providing rates for both quoted and tariff customers.
• Keep the customer informed and updated, letting the customer know that it might take a few minutes to investigate their issue, to avoid potential customer frustration.
• Respond to customer inquiries quickly, directly, and concisely, helping to drive our NPA (Net Promoter Approach) score.
• Recognize tone, identify, and acknowledge frustration or anger, ask for clarification, demonstrate empathy, and ensure that the customer feels supported and help alleviate frustration.
• Respond professionally with the right choice of words to relay empathy, find creative ways to inject personalities into the conversation to establish an emotional connection with customer.
• Probe customer for value added service/upselling and sales lead generation to meet monthly targets.
• Adhere to all applicable call flow processes and quality assurance requirements.
• Other duties as assigned.

Qualifications:

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• Must speak English and French
• Experience in Call Centre Customer Service
• Ability to manage 3 chats concurrently
• Strong multi-tasker and team player with high energy level
• Ability to effectively handle difficult customers
• Proven customer service and interpersonal skills
• Proven decision making / problem solving skills
• Excellent telephone mannerisms
• Excellent written communication and grammar
• Working knowledge of Canadian geography
• Proven ability to work under pressure

Working Conditions

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• Must have high speed internet connection with a minimum of 50 mbps upload speed
• Must be able to sit for a long period of time

Technical Skills

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• Working knowledge of windows-based PC programs (MS Office – Word / Excel)
• Demonstrated computer literacy – able to navigate computer programs comfortably
• An eSkills assessment will be required to verify prerequisite technical skills:

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• Typing speed – minimum 38 wpm and 90% accuracy
• Written communication accuracy – spelling, grammar, punctuation, sentence structure etc.
• Multi-tasking ability using digital systems – minimum 2/3 simulation tasks