Bilingual Customer Service Representative

**The opportunity**

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Canadian Segment Contact Center as a **Bilingual Customer Service Representative**

With the customer being the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife experience. This role is primarily accountable for handling, resolving, and communicating service requests from Canadian clients.

**Responsibilities**
- Accurately and thoroughly handle increasingly complex client service requests at initial point of contact
- Effectively use multiple administrative systems to resolve inquiries, within the defined service standards
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
- Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
- Find opportunities and make recommendations to improve operational processes and practices.
- Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures, and processes.
- Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).

**How will you create impact?**

Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in-house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone

**What we are looking for**
- Must be fully and fluently Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers, or employees outside of Quebec.
- Previous experience in a contact center environment would be considered a tremendous asset, however, not required
- You excel in a fast-paced, constantly evolving environment while exhibiting a calm and professional manner
- You have outstanding technical capabilities, research skills and your attention to detail is always a priority
- Knowledge of financial services would also be an asset

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture

We lead with our Values every day and bring them to life together.
- Boundless opportunity

We create opportunities to learn and grow at every stage of your career.
- Continuous innovation

We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion

We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

**Salary**: $24.00-$25.00 per hour

Expected hours: 37.5 per week

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Stock options
- Vision care

Schedule:

- Monday to Friday

**Education**:

- Secondary School (required)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (required)
- French (required)

Work Location: Hybrid remote in Waterloo, ON N2J 2Z6