Bilingual Customer Service Representative

2 months ago

Waterloo ON, Canada Manulife Full time €23 - €25
The Canadian Contact Center is seeking *Bilingual Customer Service Representatives* to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are critical as we strive to grow the business. And of course, we also offer unlimited coffee to keep everyone energized and focused

*Position Responsibilities: *
* Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through inbound calls, email, and chat.
* Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
* Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
* Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
* Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.
* Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

*Required Qualifications:*
* Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
* Proven experience working in a fast-paced customer service environment.
* Strong technical skills and ability to navigate multiple computer systems and software applications.

*Preferred Qualifications:*

Empower:
* Ability to inspire confidence in customers.
* A proactive attitude towards learning and self-improvement.

Serve:
* Genuine desire to help and serve customers.
* Flexibility to handle a variety of customer inquiries and issues.

Grow:
* Willingness to collaborate and support team members.
* Commitment to personal and professional growth, including seeking feedback and learning opportunities.

*When you join our team:*
* We’ll empower you to learn and grow the career you want.
* We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
* As part of our global team, we’ll support you in shaping the future you want to see.

Job Type: Full-time

Pay: $22.50-$25.00 per hour

Expected hours: 37.5 per week

Benefits:
* Dental care
* Extended health care
* Life insurance
* Paid time off
* Stock options
* Vision care
Schedule:
* Monday to Friday

Education:
* Secondary School (required)

Experience:
* Call center: 1 year (preferred)
* Customer service: 1 year (preferred)

Language:
* English (required)
* French (required)

Work Location: Hybrid remote in Waterloo, ON N2J 2Z6

Expected start date: 2025-01-06

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