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Customer Service Representative

2 months ago

Brantford, Ontario, Canada TD Full time
Description du poste

Le rôle de Customer Experience Associate est essentiel pour fournir une expérience client exceptionnelle à nos clients. Vous serez chargé de réaliser une large gamme de transactions de service à la clientèle, de fournir des informations et/ou des conseils sur les services, les produits et/ou les solutions aux clients existants ou potentiels de la TD.

Compétences clés
  • Compétences en service à la clientèle : créer une expérience client exceptionnelle avec chaque interaction client et contribuer à l'amélioration continue de l'expérience client globale de la succursale par le service et les conseils.
  • Transactions financières : effectuer une large gamme de transactions financières (par exemple, dépôts, retraits, paiements de factures et/ou autres transactions, selon le cas) de manière précise et efficace.
  • Résolution de problèmes : aider à répondre et à résoudre les préoccupations des clients, en les escaladant lorsque nécessaire.
  • Connaissance des produits et services : identifier les besoins des clients et déterminer des solutions à leurs problèmes, et ouvrir une gamme limitée de produits et/ou services pour les clients.
Partenariat avec les clients
  • Partenariat avec les clients : soutenir l'atteinte des objectifs commerciaux en soutenant les objectifs de conseils.
  • Marketing de produits et services : promouvoir les produits, les conseils, les services et les capacités bancaires.
  • Connaissance des politiques et procédures : comprendre et appliquer les politiques et procédures opérationnelles.
  • Excellence opérationnelle : contribuer aux objectifs commerciaux pour l'excellence opérationnelle.
  • Éscalade : escalader les transactions ou les activités non standard ou à risque élevé, selon le cas.
  • Amélioration continue : soutenir et participer aux opportunités d'amélioration continue.
  • Due diligence : s'assurer que les transactions et les activités client sont précises et efficaces.
  • Code de conduite : être au courant et se conformer au Code de conduite de la Banque.
Partenariat avec l'équipe
  • Partenariat avec l'équipe : participer pleinement en tant que membre de l'équipe, promouvoir l'efficacité de l'équipe et contribuer à un environnement de travail positif.
  • Connaissance et développement : soutenir l'équipe en développant continuellement ses connaissances dans son domaine.
  • Performance et développement : participer à la gestion de la performance et au développement personnel, y compris la formation croisée au sein de l'équipe.
  • Communication : tenir les autres informés et à jour sur toutes les informations pertinentes ou utiles liées aux activités quotidiennes.
  • Environnement de travail : contribuer à un environnement de travail équitable, positif et diversifié.
  • Champion de la marque : agir en tant que champion de la marque pour votre domaine d'activité ou la banque, à l'intérieur et/ou à l'extérieur de l'entreprise.
Élargissement et profondeur
  • Compétences en service à la clientèle : exiger des compétences en service à la clientèle établies pour effectuer une large gamme d'activités et de transactions de service à la clientèle, généralement avec un impact financier limité.
  • Connaissance des produits et services : avoir une connaissance approfondie des produits et services de base du secteur d'activité soutenu.
  • Évaluation et recommandation : évaluer et recommander des solutions client à partir d'options établies.
  • Compréhension des tâches : comprendre comment les tâches assignées se rapportent aux autres dans l'équipe de service à la clientèle ou de conseils et comment l'équipe s'intègre avec d'autres.
  • Problèmes et solutions : identifier et évaluer les problèmes des clients dans des situations simples en utilisant des procédures standard, et escalader les problèmes non standard internement ; généralement, traiter les demandes simples nécessitant peu de discrétion.
  • Impact sur l'équipe : contribuer aux résultats de l'équipe grâce à la qualité des services ou de l'information fournis aux clients.
  • Procédures standardisées : suivre les procédures et les pratiques de service à la clientèle et de conseils standardisées et recommander des opportunités d'amélioration des processus dans son domaine de travail.
  • Compétences en communication : utiliser les compétences en communication pour échanger ou clarifier des informations sur les produits et les processus avec calme et s'assurer que les détails sous-jacents sont compris.
  • Connaissance et compétences : avoir une connaissance et des compétences en développement acquises par la formation formelle ou l'expérience de travail.
  • Supervision : généralement, faire rapport à un gestionnaire de l'expérience client ou à un gestionnaire de succursale.
Expérience et éducation
  • Éducation : diplôme d'études secondaires et/ou
  • Expérience : 1+ an d'expérience pertinente
  • Éducation post-secondaire : diplôme post-secondaire ou universitaire (dans un domaine connexe) préféré