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Customer Care Professional, Bilingual

3 months ago

Moncton, Canada 360insights Full time

Bilingual Customer Care Professional (English/French)

Canadian hourly rate: 18.50/hourly

Plus Bonus, Equity & Benefits

Here at 360insights you will be a part of a fast-paced global technology company that is innovating and leading in the channel incentives and insights industry. You will be helping us to deliver great solutions for some of the world’s most recognizable brands all within an inspiring and inclusive culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.

What you will be doing:

A Bilingual Client Care Professional acts as the main point of contact for consumers who email/call in regarding a concern with their incentive program (Rewards) Maintaining a stress-free experience for the customer, the Client Care Professional will provide efficient and dedicated service to ensure resolution and an overall positive experience.

Responsibilities

Provide world-class customer service for our clients through:

Inbound phone calls

Email support boxes and portals

Live chat

Learn and navigate the 360insights solution to provide answers to customer inquiries

Consistently work towards enhancing the customer’s experience and reducing the need for customers to contact us by:

Capturing classification data on each interaction

Providing regular anecdotal and data-based feedback through the team

Identifying issues early and offering suggestions for solution

Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise

Complete task-based duties as assigned by the Manager, Client Operations

Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients

Continued personal growth to place yourself in the position to successfully advance your career including:

Completion of self-study and guided study within our systems

Coaching and feedback from the Operational Excellence Quality team

Consultation with other team members in order to enhance skill set

What you'll bring:

Proven excellent communication skills – written and verbal

A customer first mentality and deep understanding of customer service

Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word)

Proven excellent analytical and problem-solving skill (strong aptitude for math)

Ability to key at least 30-35 words per minute

Proven ability to work as an effective member of a team

Proven organizational and follow-up skills (including prioritization)

Strong active listening skills

Ability to work independently, with minimal supervision

Demonstrated ability to provide valuable feedback and solution options based on that feedback

Bilingual (French) is an asset

Background in a software company, or has a natural comfort with software applications an asset

Why 360?

At 360insights, we take pride in being a people-first organization, dedicated to fostering a vibrant values-based and inclusive culture. Our commitment to this ethos is reflected in our day-to-day operations and interactions with both team members and clients. Embracing a people-focused approach entails the following principles:

Diversity and Inclusion: We wholeheartedly welcome individuals from all walks of life to join our team. 360insights is committed to providing equal employment opportunities to people of every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity. You can find out more about our DEIB Vision on our website. We encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all stages of the selection process.

Experiences that create growth. Growth that creates experiences: At 360insights, every facet of our business presents opportunities for personal and professional development, allowing you to explore diverse disciplines and rewarding work experiences. Our commitment to growth is supported by robust Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the tools and support needed to thrive and grow as an Insighter.