Bilingual Service Tracking Agent

4 days ago

Markham, Canada FutureTel Service Centre Full time

**We are looking for Bilingual Service Tracking Agents (English / French) to join our growing team. Service tracking agents play a crucial role in enhancing customer service and operational efficiency and they are responsible for managing and tracking customer issues throughout the resolution process.**

**Responsibilities**:

- Handle various customer issues and monitor their progress from the initial report to the final resolution
- Assist customers with inquiries, complaints, product/service information, and issue resolution.
- Harness time management skills to effectively and efficiently resolve multiple client issues
- Keep clients informed of progression with issues and provide follow up as necessary
- Collaborate with other departments or offices as necessary to expedite resolutions
- Promote and maintain a high quality, professional, service-oriented company image among clients
- Escalate complex issues to the appropriate department when necessary.
- Maintain customer records and document interactions in the tracking system.
- Meet or exceed performance targets (e.g., call handling time, customer satisfaction scores).

**Requirements**:

- High school diploma or equivalent (Bachelor’s degree a plus).
- Previous customer service or call center experience preferred.
- Excellent verbal and written communication skills.
- Ability to be patient and friendly with all types of customers.
- Strong problem-solving abilities and patience in handling difficult customers.
- Proficiency in Excel is a must.
- Ability to multitask and work in a fast-paced environment.
- Flexibility to work shifts, including evenings, weekends, or holidays (if applicable).
- Bilingual in English and French is a MUST.

**Job Types**: Full-time, Permanent

Pay: $19.00-$22.00 per hour

**Benefits**:

- Extended health care
- On-site parking

Application question(s):

- Can you work from 11am to 7:30pm Monday to Friday?

**Experience**:

- Call Centre Customer service: 2 years (required)

**Language**:

- French (required)

**Location**:

- Markham, ON (preferred)

Work Location: In person

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