Bilingual Customer Service Supervisor

1 month ago

Guelph, Canada Well.ca Inc Full time

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

We are currently looking for an energetic team player to join our newest Contact Centre Team as a Bi-Lingual Contact Centre Supervisor. The Contact Centre team has the responsibility to help our consumers with any technical and/or program issues that they could encounter. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team. This unique bilingual role will be responsible for mastering multiple back-end systems and supporting customers predominantly in French, and English as needed.
- ** This role is a 1-year contract.**:

- ** Mon-Fri 9am-5pm**

**Responsibilities**:
**Member Communication
- French, and English as required**
- Answer incoming members calls quickly in a very friendly and genuine manner
- Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
- Assist members in navigating and correcting issues related to Application technical capabilities and functionality.
- Handle confidential members information in a sensitive and responsible way
- Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
- Other duties, as required

**Problem Management
- French, and English as required**
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve members issues
- Contact members on behalf of other departments as required
- When needed, escalate issues to Management to ensure we are meeting members’ particular needs

**Performance Criteria**
- Reports directly to the Contact Centre Manager
- Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
- Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department within our organization.
- Demonstrate ability to pivot easily between tasks

**Supervisor Duties**
- Provides supervisory role and leadership to team
- Responsible for tracking team productivity targets and metrics, as needed
- Responsible for reporting team metrics to Management on an as-needed basis
- Requesting changes to daily schedule from Management as required, and/or implementing and reporting changes made, where Management is not immediately available
- Enforces overall Departmental KPIs as outlined by Management
- Provides coaching, correction and encouragement to team members
- Execution of broader/more robust training modules, as needed
- Responsible for participating in recruitment, on-boarding and training of entry-level team members, as requested.
- Acting as resource and offering support to other team members, as needed
- Assist with training of new and long-standing team members
- Escalates performance-based feedback to Management
- Initiating and managing technical issues
- Working directly with the Level 2 team to follow up on issues and resolve
- Ensure customers receive regular follow ups and communication of a resolution
- “Acting lead” co-coverage/coverage for Manager, as needed/scheduled.
- Special Projects and/or reporting, as required
- “Off-hours” work, as required (emergency or planned)
- Escalated contact resolution as needed
- Other duties, as required

**Qualifications**:

- High school diploma required
- 2-3 years’ experience in a similar role
- Proficiency in French and English, both written and oral
- Exceptional written and oral communication skills
- Strong technical skills
- Ability to defuse tense or difficult situations
- Adapts easily to change
- Ability to learn quickly and take initiative
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Moderate to advanced knowledge of Microsoft suite/Microsoft 365 (Excel, Word, Powerpoint, Teams)

**Assets**:

- Fluency in multiple languages
- Experience working with Salesforce Service Cloud, Jira (Atlassian)
- Post-secondary diploma/degree

  • Bilingual Call Centre Supervisor

    1 month ago

    Guelph, Canada Camis Full time

    Camis is an industry leader in the reservation system and park management sector. We connect people to memorable recreational experiences through an exceptional reservation system and best-in-class call centre services. Our software serves over 700 government-operated parks, campgrounds, harbors, and marinas across North America. We are a diverse group of...

  • Bilingual Customer Service Representative

    1 week ago

    Guelph, Canada Ontario Universities' Application Centre Full time

    Bilingual Customer Service Representative (Job B-193) **Job Type**: Salaried one-year contract with benefits The OUAC values equity, diversity and inclusion and believes that every person has a right to equal treatment. We are strengthened by diverse backgrounds, perspectives and experiences. We have equitable and accessible employment practices, based on...

  • Bilingual Customer Service Representative

    1 week ago

    Guelph, Canada Ontario Universities' Application Centre Full time

    **Bilingual Customer Service Representative (Job B-193)** **Job Type: Salaried one-year contract with benefits** The OUAC values equity, diversity and inclusion and believes that every person has a right to equal treatment. We are strengthened by diverse backgrounds, perspectives and experiences. We have equitable and accessible employment practices, based...

  • Bilingual Customer Service Representative

    7 days ago

    Guelph, Canada Well.ca Inc Full time

    Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly, bilingual with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for...

  • Bilingual Customer Service Representative

    1 week ago

    Guelph, Canada Ontario Universities' Application Centre Full time

    Job Type: Salaried one-year contract with benefits _Total Rewards and Compensation_ program. The OUAC values equity, diversity and inclusion and believes that every person has a right to equal treatment. We are strengthened by diverse backgrounds, perspectives and experiences. We have equitable and accessible employment practices, based on the principles...

  • French Bilingual Customer Service Rep

    1 week ago

    Guelph, ON, Canada ABL Employment.com Full time €19

    Work for an industry leader in the reservation system and park management sector! You can connect people to memorable recreational experiences through exceptional reservation systems and best-in-class call center services! We are looking for French bilingual CSRs to work as Reservation Agents in Guelph! This is an in-office position where you work with a...

  • Bilingual Customer Support Analyst Team Lead

    1 month ago

    Guelph, Canada Camis Full time

    Are you ready to take the lead and make a meaningful impact in our dynamic Guelph Call Centre? We're actively seeking a Bilingual Customer Support Analyst Lead to join our team, and here's your chance to shine! As the Bilingual CSA Lead, you'll play a pivotal role in guiding our team of Customer Support Analysts and assisting our Assistant Call Centre...

  • Bilingual Customer Support Analyst

    3 days ago

    Guelph, Canada Camis Full time

    Camis is looking for a **Bilingual Customer Support Analys**t to provide support to both Camis employees and clients. Customer Support Analysts are the most senior customer service agent in the call centre environment. They respond to inquiries from the front-line reservation agents, as well as handling inbound customer inquiries for a variety of clients....

  • Bilingual Customer Service

    1 week ago

    Guelph, ON, Canada ABL Employment.com Full time €19

    Work for an industry leader in the reservation system and park management sector! You can connect people to memorable recreational experiences through exceptional reservation systems and best-in-class call center services! We are looking for French bilingual CSRs to work as Reservation Agents in Guelph! This is an in-office position where you work with a...

  • Temporary Customer Service Representative

    2 weeks ago

    Guelph, Canada Alectra Utilities Full time

    **The Opportunity** Job Posting Number: **2024-097** Position: **Temporary Customer Service Representative** - (Temporary 9_ _months contract)_ **Location**: **Southgate (Guelph) (Hybrid: Remote/In-office)** Reports to: **Supervisor, Billing & Customer Service** Business Unit: **Customer Service** Division: **Customer Service** Hours per...

  • Customer Service Representative

    2 days ago

    Guelph, Canada RahrBSG Full time

    At RahrBSG, we're not just offering a job; we're offering a career path filled with growth, challenge, and meaningful work. Our Customer Service Representatives are at the heart of our operations, and we're seeking motivated individuals to join our family. With a track record of being a beloved employer, we strive to ensure that every team member feels...

  • Temporary Customer Service Representative

    4 days ago

    Guelph, Canada Alectra Utilities Full time

    The Opportunity Job Posting Number: **2023-083** Position: **Temporary Customer Service Representative - **4 months **Location**: **Southgate (Guelph) (Hybrid: Remote/In-office)** Reports to: **Supervisor, Billing and Customer Service** Business Unit: **Customer Service** Division: **Billing Hours per Week: **35** Rate of pay: **per the Collective...

  • Temporary Customer Service Coordinator

    1 month ago

    Guelph, Canada Alectra Utilities Full time

    The Opportunity Job Posting Number: **2023-034 (TEMP)** Position: **Temporary Customer Service Coordinator - 5 Months** **Location**: **Southgate (Guelph)** Reports to: **Supervisor, Billing and Customer Service** Business Unit: Business Unit: **Customer Service** **Billing** Hours per Week: **35** Rate of Pay: **As per the IBEW Collective...

  • Customer Service Representative

    2 weeks ago

    Guelph, Canada Concentrix Full time

    Description Le représentant du service à la clientèle à distance (bilingue : français/anglais) travaille à domicile et interface avec les clients via des appels entrants/sortants et/ou via Internet. Ce poste assure le service client et la résolution des problèmes et questions courants concernant les produits et/ou services du client. (Les anciens...

  • Customer Service Representative

    6 days ago

    Guelph, Canada The City of Guelph Full time

    About Our Organization: When you join the City of Guelph, you join a team of 2000 full and part-time employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a regional top employer, the City of...

  • Customer Service Representative

    1 week ago

    Guelph, Canada Transx Ltd. Full time

    **TRANSX GROUP OF COMPANIES** Operating for over 50 years; the **TransX Group of Companies** is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and...

  • Bilingual Client Service Representative

    4 days ago

    Guelph, Canada H. S. Eckels & Company (Canada) Limited Full time

    The Eckels/Quatic group of companies are medium size, fast growing manufacturing and distributing companies. The Bilingual Customer Service Representative is the main point of contact for our clients across North America, including Quebec, and spends a substantial amount of time communicating with them over the phone. You are fluent in English and French,...

  • National Manager of Customer Service

    1 month ago

    Guelph, Canada Lactanet Full time

    **National Manager of Customer Service** Reporting to the Chief Operations Officer, the National Manager of Customer Service will be responsible for oversee the Customer Services related activities including Customer Service Desk, data editing and distribution. The services are provided by a team of 14 individuals located on our Guelph, ON and...

  • Food Service Supervisor

    2 weeks ago

    Guelph, Canada CB Canada Full time

    Job Number: J0822-0918 Job Title: Food Service Supervisor Job Type: Casual City, Province, Country: Guelph, Ontario, Canada Job Category: Nutrition and Food Services Open Positions: 1 Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who...

  • Customer Service Specialist

    1 week ago

    Guelph, Canada Xylem Full time

    Xylem |ˈzīləm| 1) The tissue in plants that brings water upward from the roots; 2) a leading global water technology company. Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water...