Bilingual Customer Service Representative

2 weeks ago

Sydney, Nova Scotia, Canada Mass Markets Full time

Job Overview

Mass Markets is seeking a highly motivated and customer-focused Bilingual Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our commercial and public sector clients.

Key Responsibilities

  • Handle inbound and outbound customer contacts in a courteous and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Ensure first call resolution through problems solving and effective call handling
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

Requirements

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English and Spanish fluently
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience

About Mass Markets

Mass Markets is a leading provider of business process outsourcing services, helping clients take on their CX and DX challenges differently. We create industry-leading solutions that deliver exceptional experiences and drive optimal performance. Our team is dedicated to providing exceptional customer service and support to our clients, and we are seeking a highly motivated and customer-focused Bilingual Customer Service Representative to join our team.

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