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Bilingual Client Support Specialist

3 months ago

Whitby, Canada 360insights Full time


Position Overview

Role:

Bilingual Client Support Specialist

Hourly Compensation: 18.50 CAD

In addition to Bonus, Equity & Benefits

At 360insights, you will engage with a dynamic global technology firm that is at the forefront of innovation in the channel incentives and insights sector. Your role will involve delivering exceptional solutions for some of the most esteemed brands worldwide, all within a motivating and inclusive environment that has earned us recognition as a Great Place to Work in Canada, the USA, and the UK.

Key Responsibilities:

A Bilingual Client Support Specialist serves as the primary contact for consumers reaching out with inquiries regarding their incentive programs (Rewards). By ensuring a seamless experience for customers, the Specialist will deliver prompt and dedicated service to guarantee resolution and an overall positive interaction.

Core Duties
  • Deliver exceptional customer service through:
  • Incoming phone inquiries
  • Email support channels
  • Live chat assistance
  • Mastering the 360insights platform to address customer questions
  • Continuously strive to enhance the customer experience and minimize the need for follow-up by:
  • Documenting classification data for each interaction
  • Providing regular qualitative and quantitative feedback to the team
  • Identifying issues proactively and proposing solutions
  • Recognizing recurring issues or feedback across multiple clients to promote best practices throughout the organization
  • Completing task-oriented responsibilities as directed by the Client Operations Manager
  • Offering universal and off-hours support (7-9pm weekdays, and weekends) to various clients
  • Pursuing personal development to position yourself for career advancement through:

  • Engaging in self-directed and guided learning within our systems
  • Receiving coaching and feedback from the Operational Excellence Quality team
  • Collaborating with team members to enhance skill sets


Qualifications:
  • Demonstrated excellent communication abilities – both written and verbal
  • A customer-centric mindset with a profound understanding of customer service
  • Intermediate to advanced proficiency in Microsoft Office applications (particularly Excel and Word)
  • Proven analytical and problem-solving capabilities (strong mathematical aptitude)
  • Typing speed of at least 30-35 words per minute
  • Ability to function effectively as part of a team
  • Strong organizational and follow-up skills (including prioritization)
  • Excellent active listening skills
  • Capacity to work independently with minimal oversight
  • Proven ability to provide constructive feedback and potential solutions based on that feedback
  • Bilingual (French) is advantageous
  • Experience in a software environment or comfort with software applications is beneficial
  • Microsoft Office Certification is a plus


Why Choose 360insights?

At 360insights, we pride ourselves on being a people-first organization, committed to nurturing a vibrant, values-driven, and inclusive culture. Our dedication to this principle is evident in our daily operations and interactions with both team members and clients. Embracing a people-focused approach involves:

Diversity and Inclusion: We wholeheartedly embrace individuals from diverse backgrounds to join our workforce. 360insights is dedicated to providing equal employment opportunities to individuals of all races, religions, beliefs, and ethnic origins, regardless of age, disability, sexual orientation, or gender identity. More information about our DEIB Vision can be found on our website. We encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all stages of the selection process.

Experiences that foster growth. Growth that fosters experiences: At 360insights, every aspect of our business offers opportunities for personal and professional development, allowing you to explore various disciplines and rewarding work experiences. Our commitment to growth is supported by comprehensive Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the resources and support necessary to thrive and advance as an Insighter.

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