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Customer Service Representative

2 months ago

Fredericton, New Brunswick, Canada HGS Full time

Job Summary

HGS is a global leader in customer experience management, providing exceptional experiences for over 900 of the world's leading brands. As a Customer Service Representative - French Language, you will have the opportunity to work in a collaborative and engaging environment, making a positive impact on people's daily lives.

Key Responsibilities

  • Respond to client inquiries in English and French, addressing billing requests, identifying unique client needs, and resolving concerns.
  • Communicate with clients through incoming calls related to billing, payments, existing and new services, promotional offers, and service upgrades/downgrades.
  • Use active listening to identify client needs and provide recommendations on products and services.
  • Adopt a consultative approach with clients experiencing service issues, taking ownership of the problem and resolution.
  • Utilize multiple computer systems to search for products, services, common issues, and offered solutions.
  • Document client needs, interactions, and results in the appropriate tool or system, including creating additional requests if issues cannot be resolved in real-time.
  • Create a 'WOW' factor in every interaction through exceptional communication skills, taking ownership of the interaction, and providing rapid service.

Why Choose HGS?

HGS is a people-first organization, serving over 900 leading brands and providing exceptional experiences. As a Customer Service Representative - French Language, you will have the opportunity to work in a fast-growing organization with a people-focused environment, making lifetime connections and friendships.

Requirements

  • You must be at least 18 years old.
  • You can work flexible hours as business needs may change.
  • You have at least 6 months of customer service experience and understand the value of coaching/feedback.
  • You have experience troubleshooting issues and understand the importance of owning the resolution for the client.
  • You demonstrate a caring, supportive, and friendly nature in every interaction with utmost confidence and urgency.
  • You are computer-savvy, comfortable sitting at a desk, and working with multiple monitors.
  • You are results-oriented and comfortable providing customers with recommendations and solutions.
  • You have excellent French and English communication skills, both oral and written.
  • You are comfortable working from home and have a suitable space with a hard-wired internet connection.