Bilingual Customer Service Representative

2 weeks ago

Etobicoke, Ontario, Canada Now Prepay Full time

Overall Objective:

Key Responsibilities:

  • Deploy, maintain, and support the hardware and software used in support of the customers to ensure reliability and adherence to contract specifications.
  • Respond proactively to all customer inquiries in a timely fashion; providing excellent customer service and maintaining lasting business relationships.
  • Answer customer questions and requests regarding their service; providing appropriate information, assistance and advice.
  • Provide successful resolution to all customer complaints; ensuring the customer is satisfied with the end result.
  • Report escalating and severe issues to management to assist in the resolution process; keeping customers updated on the progress and acting as the primary point of contact.
  • Assist in the development and maintenance of FAQs, support processes and other supporting documentation for customers.
  • Conduct checks verifications requested by third parties
  • Perform other duties as assigned.
  • Appropriately record all resolved and unresolved customer issues in the database according to Now Prepay processes and procedures.
  • Continually preserve the confidentiality and security of customer data and information.
  • Liaise with management regarding operational errors, improving processes and providing technical assistance to customers.

Qualifications & Experience:

  • Bilingual (English/French/Spanish)
  • High school diploma or GED required
  • Strong customer service and troubleshooting skills
  • 12 years of Customer Service or Call Center experience preferred
  • Technical support experience is an asset, specifically with Point of Sale devices or telecom environments.
  • Exceptional conflict resolution, negotiation, and objection handling skills
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
  • Able to effectively communicate both verbally and in writing
  • Able to work well under pressure
  • Able to adapt to changing environments
  • Able to learn quickly with little direction
  • Strong attention to detail
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

Working Environment:

  • Travel may be required from time to time, we may offer training in our various offices
  • Manual dexterity required to use desktop computer and peripherals
  • Overtime as required
  • Flexibility to working various shifts including evenings and weekends
  • Required to work holidays excluding Christmas Day
  • Must have access to a quiet home office space with adequate privacy and a fast and stable internet connection
  • This is a hybrid role, must be available to come into the closest office at least 23 times a month

Job Type:
Permanent

Pay:
$19.00-$20.00 per hour

Education:

  • Secondary School (preferred)

Experience:

  • Call center: 1 year (preferred)
  • Customer service: 1 year (preferred)

Work Location:
Hybrid remote in Etobicoke, ON M8Z 1K2

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