Bilingual Customer Service Representative/wfh

5 months ago

Montréal, Canada NCRi Inc. Full time

NCRI is growing stronger and is seeking a Bilingual Customer Service Representative to join our motivated and growing family. Our future colleagues will be team-oriented, performance-driven, and outside-the-box thinkers.

**Who Are We?**

National Credit Recovery Inc (NCRi) is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for flawless AR, Omni Channel CX, Digital Transformation, and Smart Software solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

**Home Office Equipment Requirements**:

- Equipment will be provided by the company
- High-speed internet and must have Ethernet cable connection from the computer to the modem. Minimum speed should be 50 MPBS download and 20 MPBS Upload.

**What you will be doing**:

- You will respond to customer and merchant inquiries and identify ways to best meet their current and potential future needs.
- Problem solve with speed & reliable in order to be there for our customers and merchants when they need help.
- Accurately complete all necessary documentation for each customer interaction that complies with policies, practices and procedures: inputting data for call history, sending messages to appropriate third party partners when required, and/or initiating the necessary customer fulfillment.
- Participate in team huddles/committees (e.g., escalation queues, call campaigns, best practices, peer listening).
- You will have the chance to continuously grow and learn by participating in cross-training initiatives, mentoring opportunities, and staying up to date on our products.

**Why you would love to work here**:

- You have the opportunity to be a part of an award-winning, fast-growing company.
- Our innovative culture promotes ongoing learning opportunities with training and mentorship.
- Competitive compensation package commensurate to experience plus benefits.

**What you should have**:

- You have at least 6 months of call customer service experience.
- Excellent oral and written communication skills in English and French.
- You have a customer-first mindset and enjoy solving moderately complex procedures and situations when dealing with customers.
- You must be able to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances.
- Strong knowledge of PCs, and proficiency in MS Word, Excel, and Outlook are an asset.

Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

NCRI se renforce et recherche un représentant bilingue du service à la clientèle pour rejoindre notre famille motivée et en pleine expansion. Nos futurs collègues auront l'esprit d'équipe, seront axés sur la performance et sauront sortir des sentiers battus.

**Qui sommes-nous ?**

National Credit Recovery Inc. (NCRi) est une organisation de gestion de l'expérience client globale, alimentée par le numérique et fournie par l'humain, qui possède de nombreux sites au Canada et à l'étranger. Nous fournissons une vaste gamme de solutions d'affaires pour aider les entreprises à prospérer. Nous sommes un partenaire recherché pour des solutions de RA sans faille, de CX omni-canal, de transformation numérique et de logiciels intelligents.

**Exigences en matière d'équipement de bureau à domicile**:
L'équipement sera fourni par l'entreprise
Internet à haut débit et connexion par câble Ethernet entre l'ordinateur et le modem. La vitesse doit être de 50 MPBS en téléchargement et de 20 MPBS en upload.

**Ce que vous ferez**:
Vous répondrez aux demandes des clients et des commerçants et identifierez les moyens de répondre au mieux à leurs besoins actuels et potentiels.
Vous résoudrez les problèmes avec rapidité et fiabilité afin d'être là pour nos clients et nos commerçants lorsqu'ils ont besoin d'aide.
Remplir avec précision toute la documentation nécessaire pour chaque interaction avec le client, conformément aux politiques, pratiques et procédures : saisir des données pour l'historique des appels, envoyer des messages aux partenaires tiers appropriés, le cas échéant, et/ou initier le traitement nécessaire pour le client.
Participer aux réunions et comités de l'équipe (par exemple, files d'attente d'escalade, campagnes d'appels, meilleures pratiques, écoute par les pair

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