French Speaking Voice Office Operations Representative

Role Overview

• Manage incoming calls and emails for both English and French speaking banking and business customers.
• Translate and respond to emails, and review contracts and other documents.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets and call handling metrics.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep accurate records of customer interactions and process updates or dispute information on consumer files.
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough.

Requirements

• Must be fluent in French and English and have a valid work permit.
• Proven customer support experience or experience as a client service representative.
• Experience in a contact-centre environment is considered an asset, but is not mandatory.
• Bilingual in both English and French language, ability to read, write and translate.
• Familiarity with CRM systems and practices.
• Previous experience in a credit or financial industry is preferred but is not considered mandatory.
• High school diploma or equivalent (College diploma is preferred).

Benefits

• Preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.
• 24 Hour shift (Night shift) and Public Holidays.
• Requirement to reside in a home that is fibre ready.
• Minimum of a 100 mbps upload and download speed is required.