Bilingual Contact Centre Specialist

7 months 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 members?

Be Well is currently looking for an energetic team player to join our Contact Centre Team as a Bi-Lingual Contact Centre Specialist. 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 in both English and French, as needed.

**The current shift we are hiring for is Monday - Friday 9:00am - 5:00pm**

**This role is primarily remote. Will be required to work in Guelph, ON office as required.**

**Term: Full-Time Contract**

**Rate: $20.50 hourly**

**Responsibilities**:
**Member Communication
- English and French**
- 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 responsibly, in strict alignment with our Privacy Policies and Security Standards
- Other duties, as required

**Problem Management - English and French**
- 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 the Senior Contact Centre team to ensure we are meeting members’ particular needs

**Performance Criteria**
- Reports directly to the Be Well 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

**Qualifications**:

- High school diploma required
- 1-3 years’ experience in a similar role
- Proficiency in English and French, 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
- Ability to retain large sets of information relative to multiple business units
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Working knowledge of Microsoft Excel

**Assets**:

- Fluency in multiple languages
- Post-secondary diploma/degree

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