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Bilingual Customer Service Representative(French)
3 months ago
About TCS:
Tata Consultancy Services is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS has over 615,000 of the world’s best-trained consultants in 55 countries. The company generated consolidated revenues of US $27.9 billion in the fiscal year ended March 31, 2023, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.
Position Description:
As a Voice collector, you will be trained to make outbound calls to the customers for collecting payments on overdue accounts & contacting debtors to make collections arrangements. You will have to notify the debtors of overdue payments and accounts by telephone & E-mails .A fully paid training program designed to provide you with the information and training necessary to succeed at TCS and excel at client sites. However, the learning does not stop there TCS is committed to the continuous growth of its associates, in line with the core value of Learning & Sharing. We offer a Continuous Learning Program that spans technologies, domains, processes, and soft skills. In addition, TCS associates are encouraged to undertake certifications and accreditations in a wide range of subject areas. With clients located across the Canada and globe, TCS can offer great flexibility in work location, excellent career advancement, and a variety of opportunities. TCS’ mentoring, career development, and on-the-job training ensure a smooth transition into your professional life and orient you to our culture, values, vision, and mission.
Mandate:
The Early-Stage Collections Call center associate is accountable for collecting 1-3 months overdue payment and overdrawn accounts while maintaining a high standard of efficiency and customer/client service focus within a collection call center environment. They are to maintain objectivity with each customer encounter. Assess risk and make payment arrangements within established process or refer customers for alternate re-payment solutions. They are to document all activity details in appropriate system to reflect action taken. Associates are expected to meet specific quality and metric targets align with the Line of Business.
Flexible work schedule including all days
Working Hours – 7 am-11pm rotational shift
Rate- 22/hr + Benefits
Responsibilities:
Good oral and written communication skills (English/French)
Be quality centric and achieve highest level of accuracy in the deliverables
Should be Target Oriented & pursue good Banking & process knowledge
Should be able to perform other related service responsibilities as required
Should adhere to policies and procedures to execute the transactions, activities and processes within assigned authorities
Should efficiently be able to manage all transactions related to customer and branch calls or refers to appropriate internal business groups
Respond to inquiries regarding overdue accounts and negotiate payment arrangement
Should be able understand customer requirement
Must be a Go-Getter and able to own responsibilities and be proactive
Qualifications:
Graduate, Business college diploma
Cumulative GPA of 3.0 or higher (Graduation between 2017 till date)
Skills:
1.Strong BILINGUAL communication and writing skills - French/English**
2.Strong communication and negotiating skills
3.Previous call center or customer service experience
4.Basic understanding of Consumer Collections and relevant functional procedures
5.Ability to interface across various levels within Onshore operations, Operations, Technology, 6.Operations, Finance, and client relationship teams
7.Intermediate knowledge of Microsoft Office (Excel, Word, Outlook)
8.Customer focused, enthusiastic and flexible approach – ability to learn new technologies/ applications quickly
9.Proven ability to work effectively in a fast-paced environment
10.Proven ability to multi-task, prioritize workload and meet deadlines
Description du poste
En tant qu'agent de recouvrement, vous serez formé pour effectuer des appels sortants vers les clients afin de recouvrer les paiements sur les comptes en souffrance et de contacter les débiteurs pour prendre des dispositions de recouvrement. Vous devrez informer les débiteurs des paiements et des comptes en souffrance par téléphone et par e-mail. Un programme de formation entièrement rémunéré conçu pour vous fournir les informations et la formation nécessaires pour réussir au TCS et exceller sur les sites des clients. Cependant, l'apprentissage ne s'arrête pas là TCS s'engage à assurer la croissance continue de ses associés, conformément à la valeur fondamentale d'apprentissage et de partage. Nous proposons un programme de formation continue qui couvre les technologies, les domaines, les processus et les compétences générales. En outre, les associés du TCS sont encouragés à obtenir des certifications et des accréditations dans un large éventail de domaines. Avec des clients situés dans tout le Canada et dans le monde entier, le TCS peut offrir une grande flexibilité dans le lieu de travail, un excellent avancement de carrière et une variété d'opportunités. Le mentorat, le développement de carrière et la formation en cours d'emploi du TCS assurent une transition en douceur dans votre vie professionnelle et vous orientent vers notre culture, nos valeurs, notre vision et notre mission.
Mandat
L'associé du centre d'appels de recouvrement initial est responsable du recouvrement des paiements en retard de 1 à 3 mois et des comptes à découvert tout en maintenant un haut niveau d'efficacité et de service à la clientèle dans un environnement de centre d'appels de recouvrement. Il doit faire preuve d'objectivité lors de chaque rencontre avec le client. Ils évaluent le risque et concluent des accords de paiement dans le cadre du processus établi ou orientent les clients vers d'autres solutions de remboursement. Ils doivent documenter tous les détails de l'activité dans le système approprié afin de refléter les mesures prises. Les associés doivent atteindre des objectifs spécifiques en matière de qualité et de métriques, en accord avec le secteur d'activité.
Horaire de travail flexible incluant tous les joursHeures de travail - 7 h à 23 h, par roulement.
Responsabilités
1.Bonnes compétences en communication orale et écrite (anglais/français)
2.Etre centré sur la qualité et atteindre le plus haut niveau de précision dans les livrables.
3.Doit être orienté vers les objectifs et avoir une bonne connaissance des services bancaires et des processus.
4.Doit être capable d'assumer d'autres responsabilités de service connexes, selon les besoins.
5.Respecter les politiques et les procédures pour exécuter les transactions, les activités et les processus dans le cadre des pouvoirs qui lui sont attribués.
6.Doit être en mesure de gérer efficacement toutes les transactions liées aux appels des clients et des succursales ou de les transmettre aux groupes d'affaires internes appropriés.
7.Répondre aux demandes de renseignements concernant les comptes en souffrance et négocier les modalités de paiement.
8.Doit être capable de comprendre les besoins des clients
9.Doit être un fonceur, capable d'assumer ses responsabilités et d'être proactif.
Qualifications
Diplôme d'études supérieures commerciales
Moyenne cumulative de 3.0 ou plus (Diplôme obtenu entre 2017 et aujourd'hui)
Compétences :
1.Solides compétences en communication et en rédaction BILINGUE - français/anglais**.
2.Solides compétences en communication et en négociation
3.d'expérience en centre d'appels ou en service à la clientèle.
4.Compréhension de base du recouvrement des consommateurs et des procédures fonctionnelles pertinentes.
5.Capacité d'interagir à différents niveaux au sein des opérations Onshore, des opérations, de la technologie, des opérations, des finances et des équipes de relations avec les clients.
6.Connaissance intermédiaire de Microsoft Office (Excel, Word, Outlook)
7.Approche orientée client, enthousiaste et flexible - capacité à apprendre rapidement de nouvelles technologies/applications
8.Capacité avérée à travailler efficacement dans un environnement au rythme rapide
9.Capacité avérée à mener plusieurs tâches de front, à hiérarchiser la charge de travail et à respecter les délais.
Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resource
Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile
