Bilingual Customer Service Representative

6 days ago

Markham, Canada BGIS Full time

**Who We Are**

**SUMMARY**

The Operations Centre is a critical environment within BGIS Canada, responsible for receiving and dispatching facilities service requests for its clients - 7/24/365. The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.

The Customer Service Representative is required to provide service in English and French.

**KEY DUTIES & RESPONSIBILITIES**
- Learns client account details, the service request/work order management systems, the telephony system and Operations Centre policies, processes and operating procedures
- Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
- Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
- Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
- Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and communication of information.
- Provides customer service support in either English and French
- Participates in program initiatives undertaken by the Operations Centre
- Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
- May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Y-cord into live calls.
- May be required to provide training to new Team Members.
- Other duties as assigned.

**Work Hour Availability Requirements**
- 7 days a week, 24 hours a day, 365 days a year environment requiring open availability
- Rotating shifts between 6:00am and 11:00pm
- Weekends and holiday work availability on a rotational basis
- May be required to work overtime

**KNOWLEDGE & SKILLS**
- High school completion plus a specialized technical or business course.
- Job Related Experience: One year or less
- Demonstrated language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills.
- Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
- Strong customer-service orientation and customer service skills.
- Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
- Demonstrated organizational skills.
- Ability to sustain concentration over a prolonged period of time and pay attention to details.
- Demonstrated computer proficiency including solid keyboarding skills.
- Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

**Licenses and/or Professional Accreditation**
- None required.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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