Bilingual Contact Centre Specialist

1 week ago

Guelph, Canada Well.ca Inc Full time

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly, bilingual with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

**Term: 12 Month Full-time Contract**

**Shift: Tuesday-Saturday 9am-5pm**

**Responsibilities**:
**Member Communication
- English and French**
- Answer incoming members calls quickly in a very friendly and genuine manner
- Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
- Assist members in navigating and correcting issues related to Be Well Application technical capabilities and functionality.
- Handle confidential members information in a sensitive and responsible way
- Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
- Other duties, as required

**Problem Management - English and French**
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve members issues
- Contact members on behalf of other departments as required
- When needed escalate issues to the Senior Contact Centre team to ensure we are meeting members’ particular needs

**Other responsibilities - Well.ca Customer Care **(English and French)
- Answer incoming Well.ca customer calls quickly in a very friendly and genuine manner (in English and French)
- Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure customer satisfaction
- Assist customers in correcting post-purchase issues
- Use Well.ca’s in-house software to communicate with customers in regard to their orders
- Handle confidential customer information in a sensitive and responsible way
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve customer issues
- Contact customers on behalf of other departments as required
- When needed escalate issues to the Senior Customer Care team to ensure we are meeting customers particular needs

**Performance Criteria**
- Reports directly to the User Contact Centre Manager - Be Well
- Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department at Be Well
- Demonstrate ability to pivot easily between two Customer Care teams as required

**Qualifications**:

- High school diploma required
- 1-3 years’ experience in a similar role
- Proficiency in English and French, both written and oral
- Exceptional written and oral communication skills
- Strong technical skills
- Ability to defuse tense or difficult situations
- Adapts easily to change
- Ability to learn quickly and take initiative
- Ability to retain large sets up information relative to 2 businesses (Be Well, Well.ca)
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Working knowledge of Microsoft Excel

**Assets**:

- Fluency in multiple languages
- Post-secondary diploma/degree

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