Customer Service Representative

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service. **New Era Technology offers**: - _Full Benefits_ - _Medical_ - _Dental_ - _Vision_ **SUMMARY**: Customer Service Representative - inbound calls - Group Savings & Retirement sector. With attentive listening, professionalism, and the ability to build trust, you will deliver a high-quality, personalized customer experience. Are you driven to understand customer needs, provide tailored solutions and best advice to exceed expectations? We are seeking **bilingual**, passionate individuals committed to best customer experience practices. **No sales or solicitation required**. Your career with i3 Vision, under an insurance client contract, begins with a **five-week paid training**, including full access to a trainer and coach to guide your development. **HIERARCHY**: **PRIMARY DUTIES**: - Respond to participant inquiries about their employer-sponsored savings and retirement plans. - Assist clients with transactions (withdrawals, deposits, retirement rollovers). - Provide general information about the organization. - Refer clients to specialists when needed. - Receive, understand, resolve complaints, and offer solutions. - Provide support and guidance while complying with internal policies. - Perform additional related tasks as assigned by the Service Manager. - Maintain strong client relationships through follow-up. - Identify and suggest improvements to enhance our services. Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.). - **COMPENTENCY**: - Excellent interpersonal and communication skills - Analytical thinking, initiative (Passion) - Compliance with standards and deadlines (Respect) - Protecting confidentiality (Honesty) - Attendance and punctuality (Respect) - Quality-focused, responsible, organized, able to prioritize (Engagement) - Team player (Collaboration) - Financial or savings product knowledge is an asset **REQUIRED EDUCATION: High School diploma (Minimum)** **EXPERIENCE**:1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus**.** **LANGUAGE SKILLS**:Fluent in French and English (spoken and written). **QUALIFICATIONS: Excellent communication skills, active listening, customer service experience, problem solving abilities, time management, computer literacy, teamwork** **PHYSICAL DEMANDS**: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute **WORK ENVIRONMENT: Remote** **EXPECTED HOURS OF WORK**:37.5 hours/week — Monday to Friday, day/evening shifts (8 AM-8 PM rotation; overtime possible) **TRAVEL: None** New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").