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
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage internal and external customers, always being scrupulous and thorough

Requirements

• 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
• Track record of over-achieving quotas
• Bilingual in both English and French language, ability to read, write and translate.
• Strong call handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High attention to detail and ability to meet quality standards
• Comfort with technology and the ability to handle multiple systems at one time
• Previous experience in a credit or financial industry is preferred but is not considered mandatory

Benefits

• Work/life flexibility
• Professional development opportunities
• Resources for global collaboration