Bilingual Customer Service Representative

4 weeks ago

Ottawa, Canada Perativ Full time

**JOB SUMMARY**

Since 2005, Access Cash General Partnership, operating as part of Perativ, has been a market leader in ATM services and technology. Operating ATMs for banks (such as BMO and RBC), major retailers (such as Walmart Canada), and a multitude of other businesses, under brand names: Ezee ATM and Access Cash, and its 100+ team members provide services to more than 10,000 ATMs across Canada.

At Access Cash, we are helping our customers, materially reduce their ATM management cost, improve their customer experience and make their operations more productive. We are committed to maintaining clean data driven processes that drive insight and efficiency. We pride ourselves on leading the market and developing innovative solutions for customers.

We are currently seeking a Bilingual Customer Service Representative to join our team, working from Ottawa or the surrounding area remotely and reporting to our Toronto office.

**MAJOR RESPONSIBILITIES**
- Respond to English and French incoming calls on our Customer Service queues for merchant, cardholder and 3rd party technician support.
- Open service calls in our database, entering detailed and accurate notes, and dispatching to the applicable parties.
- Review status of open calls in system and following up, where necessary.
- Regular review and maintenance of personal Dispatch Queues.
- Maintain a high level of professionalism with clients and establishing a positive rapport with each caller.
- Investigate out-of-cash and out-of-service ATM issues, following up with customers as necessary and coordinating with key internal stakeholders to resolve the issue.
- Assist with special projects, as requested by management from time-to-time.
- Perform other job related duties, as assigned or required.

**EDUCATION & TRAINING**
- High school diploma/GED.
- Post-secondary education _is an asset_.
- Training in communication, soft skill development and Best Practices for dealing with customers _is an asset_

**EXPERIENCE, TECHNICAL SKILLS, & KEY COMPETENCIES**
- 1+ years bilingual Call Centre experience.
- 3+ years customer service-related experience preferred.
- Dispatch experience, an asset.
- Knowledge and understanding of best practices for dealing with customers.
- Fully proficient in English and French (verbal & written).
- Excellent verbal and written communication skills that allow individual to inform, help and clearly advise customers and to effectively liaise with other professionals.
- Calm demeanor and ability to stay focused throughout stressful calls; ability to remain courteous at all times.
- Active listening, with the ability to clarify customer needs and anticipate problems and resolutions.
- Strong time management skills, detail-oriented & the ability to work independently.
- Ability to quickly learn database management systems and navigate complex systems with ease.
- Open to learning; a commitment to improve customer service skills on an ongoing basis.
- Ability to learn and implement new procedures.

**BENEFITS**
- Competitive salary.
- A full and comprehensive health benefits plan (after the initial 3 months and paid for by the company), with a health spending account.
- An employee assistance program.
- Opportunity to grow your career in a thriving Financial Services Provider organization.

**TO APPLY

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