Voice Office Operations Representative, French Speaking

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.
• High school (Grade12).

Benefits

• 24 Hour shift (Night shift) and Public Holidays.