Bilingual Customer Service Representative

4 months ago

Etobicoke, Canada Now Prepay Full time

**Overall Objective**:
**Key Responsibilities**:

- Deploy, maintain, and support the hardware and software used in support of the customers to ensure reliability and adherence to contract specifications.
- Respond proactively to all customer inquiries in a timely fashion; providing excellent customer service and maintaining lasting business relationships.
- Answer customer questions and requests regarding their service; providing appropriate information, assistance and advice.
- Provide successful resolution to all customer complaints; ensuring the customer is satisfied with the end result.
- Report escalating and severe issues to management to assist in the resolution process; keeping customers updated on the progress and acting as the primary point of contact.
- Assist in the development and maintenance of FAQs, support processes and other supporting documentation for customers.
- Conduct checks verifications requested by third parties
- Perform other duties as assigned.
- Appropriately record all resolved and unresolved customer issues in the database according to Now Prepay processes and procedures.
- Continually preserve the confidentiality and security of customer data and information.
- Liaise with management regarding operational errors, improving processes and providing technical assistance to customers.

**Qualifications & Experience**:

- Bilingual (English/French/Spanish)
- High school diploma or GED required
- Strong customer service and troubleshooting skills
- 1-2 years of Customer Service or Call Center experience preferred
- Technical support experience is an asset, specifically with Point of Sale devices or telecom environments.
- Exceptional conflict resolution, negotiation, and objection handling skills
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Able to effectively communicate both verbally and in writing
- Able to work well under pressure
- Able to adapt to changing environments
- Able to learn quickly with little direction
- Strong attention to detail
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

**Working Environment**:

- Travel may be required - from time to time, we may offer training in our various offices
- Manual dexterity required to use desktop computer and peripherals
- Overtime as required
- Flexibility to working various shifts including evenings and weekends
- Required to work holidays excluding Christmas Day
- Must have access to a quiet home office space with adequate privacy and a fast and stable internet connection
- This is a hybrid role, must be available to come into the closest office at least 2-3 times a month

**Job Type**: Permanent

Pay: $19.00-$20.00 per hour

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Etobicoke, ON M8Z 1K2

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