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French and English Customer Support Specialist
2 months ago
Job Summary:
407 ETR is seeking a highly skilled and customer-focused Bilingual Customer Service Representative to join our team. As a key member of our World Class Call Center, you will be responsible for providing exceptional service to our customers in English and French.
Key Responsibilities:
- Provide world-class service to customers by empathizing, actively listening, and offering solutions to their inquiries and concerns.
- Use excellent communication skills to interact with customers in a professional and courteous manner.
- Answer inbound customer calls, investigate issues, and troubleshoot to provide options for resolution on the first call.
- Work in a fast-paced, structured, and goal-oriented environment, meeting performance metrics such as Average Handle Time, Adherence, and Compliance.
- Stay up-to-date with company policies and procedures, attending training sessions and continuous learning opportunities.
- Perform other tasks as assigned.
Requirements:
- 1-2 years of experience in customer service.
- Excellent English and French verbal and communication skills.
- Ability to successfully complete an annual French bilingual certification testing.
- Punctual and committed to working a flexible schedule, with call center hours from 8:30am to 4:30pm, Monday to Friday.
- Passionate about providing world-class customer service.
- Proven customer service skills, with a track record of success in a client-focused, target-driven performance culture.
- Strong problem-solving skills and ability to deal with customers tactfully and effectively in a fast-paced environment.
- Strong computer literacy, including Windows operating system, internet navigation, and typing.
- Excellent telephone manner, with an aptitude for listening, establishing rapport, and finding solutions for customers.
- Ability to help clients navigate through self-serve applications.
- Ability to work in a metricized environment, with performance metrics such as Call Resolution, Customer Satisfaction, Call Quality, Average Handle Time, Schedule Adherence, and Lates.
What We Offer:
- A world-class culture based on recognition, development, and excellence.
- A fully paid world-class training program.
- Free 407 ETR usage (taxable benefit).
- Competitive collectively bargained wage schedule: $25.95.
- Eligible for a Bilingual premium of $2/hr.
- Comprehensive health benefits program.
- An exciting performance-based recognition program.
- Employee discounts through Good Job Program and Good Life Fitness.
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.
- Leaders who support your development through training and coaching.
- Organization that takes pride in volunteering and community involvement.
- Community culture known for innovation and continuous improvement.
