Bilingual Customer Call Centre Representative

Do you strive to be amongst the best? Do your customers have glowing things to say about you? Are you someone who your customers can depend on? If so, we’re looking for you

**About Us**

TC Transcontinental, has close to 8,000 employees, the majority of which are based in Canada, the United States and Latin America, with revenues of approximately C$2.6 billion. TC Transcontinental is Canada’s largest printer and a leader in flexible packaging in the United States, Canada and Latin America. For over 45 years, TC Transcontinental’s story has been one of innovation and transformation to meet our customers’ evolving needs. Our strong family values, entrepreneurial spirit and long-term vision have always been at the heart of our success. This position will be part of our Printing Sector. The Printing Sector has over 3,500 employees and 13 state-of-the-art print plants.

**About this opportunity**

**What you will do**
- Provide technical expertise for customers who need help navigating and using the online ordering portals;
- Resolves issues in a prompt and efficient manner and escalates issues as required;
- Use internal CRM system to log all cases, providing detailed information on resolution, as updating all data required to drive department Key Performance Indicators (KPI’s)
- Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) - need to add Call drivers and may want to make changes to some metrics;
- Open / close detailed cases (trouble tickets) in CRM system for all reported / observed end user issues, in accordance with established KPIs;
- Provide initial technical support for customers to resolve their issues;
- Create visibility to the warning signs of aging inventory by ensuring that holistic decision making is used in new product launches, product transitions, and discontinuations;
- Identify inventory which is at risk of aging and ensure that sales have all the information they need to sell the product through primary channels;
- Utilize Inventory management system to monitor inventory levels, inventory accuracy, and expiry dating and provide expertise as required;
- Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues;
- Attends team huddles to receive current updates on issues, concerns and promotions;
- Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement - you will need to rework for your needs;
- Accountable for personal statistics plus team goals (wait time and abandon rate);
- Work overtime as required;
- Support and contribute to a healthy and safe work environment by following all workplace regulations, policies, and initiatives, including reporting all first aid injuries, accidents, and workplace hazards.

**What you have to offer**
- Related post-secondary education with a minimum of 2 years of relevant work experience;
- Able to work 5 days of the week on a schedule that includes working a combination of days, evenings and Saturdays;
- Skilled handling difficult customer calls and responding in a positive, polite and professional manner;
- Have a technical understanding of online ordering platforms, with the ability to help users navigate the online experience and troubleshoot basic web issues;
- Strong computer skills including Microsoft Office programs (including intermediate-level Excel);
- Ability to navigate through and utilize multiple computer software systems;
- Superior organizational skills, including excellent attention to detail and a high level of accuracy;
- Demonstrated initiative and judgment skills in order to organize and prioritize tasks, workload and projects in a fast-paced work environment;
- Results-oriented, with exceptional analytical and problem-solving skills;
- Have a basic understanding of printed signage is considered an asset;
- Supply Chain Management experience is an asset;
- Ability to work with diverse group of personalities and styles within the work environment.

**What we have to offer**
- Opportunity to be part of a dynamic and highly motivating work environment where you can develop your potential and launch an exciting career
- Employee perks such as discounts from suppliers on various products and services such as insurance, wireless bundles, travel, and much more
- Development opportunities where your input makes a difference. Competitive compensation package, pension and flexible benefits that are customizable to you and your family needs.

**Learn more about us**

Schedule:

- Day shift

Application question(s):

- Are you fluent in English and French?