Bilingual Client Services Representative

6 months ago

Burlington, Canada DLL Full time

This position will participate in the corporate goal of a 24-48 hour response time in order to meet service level expectations, and ensure that the highest level of customer service is delivered to all customers.

**Day to Day**
- Inbound Calls
- Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
- Interact with Vendors and End Use customers
- Warm transfer calls as required to other DLL staff members
- Ensure turnaround time is met, advise Manager or Team Leads if it is in jeopardy
- Participate in department and cross-functional initiatives

2. Administrative Functions
- Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
- Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issues
- Manage individual caseload a daily basis, following up on open cases; managing SLA’s on new cases
- Quote Buy-outs, Pay-outs

***Measures**:

- Respond in customer inquiries and resolve customer issues
- Ensure that the team goals are met including 24-48 hour first touch approach and incorporating a first time right approach
- Respond to customer escalations and communicate solutions appropriately.

**All members enjoy**
- Two working days per year volunteering for a local charity.
- Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
- Flexible hours with possibility to work from home
- Career development opportunities: online learning, member development programs.
- Check this link to an overview of all benefits in your region.

**Essentials**:

- Minimum College diploma in business or administration, or equivalent customer service experience
- Minimum of 1-2 years customer service experience
- Bilingualism (French/English) is required
- Strong interpersonal as well as written and verbal communication skills
- Must be self-directed, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited step-by-step direction
- Strong relationship building skills and a team player
- Strong organizational and planning skills
- Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
- Ability to work in a very fast-paced environment
- Experience working in CRM platforms

**_Hours of Work: 8:30 am to 7:00 pm EST, ability to work shifts within these hours of operation_**

**Choose Wellbeing**
DLL’s wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

- Connection - Build meaningful connections with other DLL members
- Health - Manage mental, emotional and physical health
- Finance - Provide learning opportunities to help members achieve personal financial health
- Lifestyle - Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL

**Settling In**
At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative - an interconnected network - that comes together every single day with one goal in mind**:Partnering for a better world.**

**Good to Know**
- The selection process may involve an assessment.
- #LI-APRIL
- #LI-remote
- DLL’s referral program applies

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

Job Reference: DLLCA00747

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