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Bilingual Contact Centre Representative

Bilingual Contact Centre Representative

Posted 2 months ago

Position Responsibilities:

  • Deliver premium Customer Service to Subscribers and Beneficiaries in a timely manner
  • Respond to calls with a sense of urgency by keeping within the existing Service Standards
  • Provide administrative support by inputting personal information changes
  • Implement a solution for requests and minor investigations
  • Provide and evaluate “front line” information to determine when critical information should be forwarded to appropriate area or Manager
  • Keep Marketing Group, Customer Service Representatives and Manager informed of daily trends/analysis/red flags.
  • Provide Customers with information regarding their Contract, Statement of Accounts and the Scholarship process as well as other Plan details
  • Proactively identify how to make processes more efficient
  • Other duties as assigned by Team Lead or Manager
  • Respond accurately to our internal/external clients’ inquiries
  • Provide options to our clients in to help them make an informed decision about their RESP
  • On all occasion attempt to retain units
  • Proactively assist with outbound initiatives during the off season
  • Provide weekly stats to Team Lead in order to plan ahead. Example: staffing
  • Deal with peers in a respectful manner

Position Requirements:

  • Excellent communication/interpersonal skills in French and English OR Mandarin/Cantonese and English (written and verbal)
  • An aptitude for numbers and performing basic calculations
  • Positive attitude and adaptable to change
  • Excellent conflict resolution skills to determine a win-win solution
  • Ability to proactively identify a problem and effect a solution
  • Ability to work in a fast paced environment
  • Reliable and punctual
  • Good organizational skills
  • Ability to work independently as well as part of a team

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