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Bilingual Customer Service Representative
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Markham, Ontario, Canada BGIS Full timeWho We AreBGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients' businesses. Globally, we manage over 320 million...
Multilingual Customer Service Representative
1 week ago
BGIS is a leading provider of customized facility management and real estate services, with over 6,500 professionals globally. Our team focuses on delivering innovative solutions to clients' businesses through our services.
We manage client portfolios across 30,000+ locations worldwide, totaling over 320 million square feet. Learn more at our website.
SUMMARY
The Multilingual Customer Service Representative provides exceptional customer service and support to clients regarding their building maintenance and operations. Key responsibilities include handling inbound service requests via phone, email, and web interface, as well as initiating work orders for timely fulfillment and resolution of client requests.
This role is part of the Operations Centre, a critical environment within BGIS Canada responsible for receiving and dispatching facilities service requests 24/7. The fast-paced work environment prioritizes client service, with team members measured against service delivery metrics.
As a key member of the team, you will provide service in both English and French, communicating effectively with clients and internal stakeholders.
Key Responsibilities
- Learns client account details, service request/work order management systems, telephony system, and Operations Centre policies.
- Fills basic client requests by creating and dispatching work orders to internal and external service providers and relaying information to front-line facilities managers.
- Assigns priority levels to facilitate timely fulfillment of service requests.
- Develops techniques for troubleshooting service issues and communicating with internal technicians, Facility Managers, external service providers, landlords, and other relevant parties.
- Receives guidance and support in completing service requests, including proper work order processing, dispatching, and communication of information.
- Provides customer service support in both English and French.
- PARTicipates in program initiatives undertaken by the Operations Centre.
- Maintains confidentiality of client account information and conducts work in a professional manner.
- MAY be required to demonstrate Operations Centre capabilities to potential and existing clients, and to prospective hires by participating in live calls.
- MAY be required to provide training to new Team Members.
Work Hour Availability Requirements
This role requires open availability 7 days a week, 24 hours a day, 365 days a year, with rotating shifts between 6:00am and 11:00pm. Weekends and holidays are also included in the rotation, with the possibility of overtime.
