Bilingual Customer Service Representative

4 days ago

Greater Sudbury, Canada Lifeline of Canada Full time

**Personal Response Associate
- remote**

This position of Personal Response Associate will be an integral role within our Lifeline Canada business.

**Salary: between $ 18.50 and $ 19.50 / hour**

In this role you are the main point of contact between our customers and the company, who can assess situations, establish priorities and provide assistance with confidence and precision.

**Variable schedule**: 8-hour shifts, between 2 p.m. and midnight, 5 days a week, including weekends

**Training**: Combination of training and transition periods, Monday to Friday, 9 a.m. to 5 p.m., lasting 2to 4 weeks.

**Responsibilities**:

- Respond to the emergencies of our subscribers with attention and speed
- Respond to various telephone inquiries/questions about products and services.
- Follow up on alarms and update client files with precision and thoroughness.
- Inform existing customers about the various services offered
- Provide troubleshooting for Lifeline equipment
- Report, document, and analyze information and customer needs
- Perform follow-ups and resolve ongoing issues in a timely manner for clients
- Analyze customer complaints and make appropriate corrections
- Make sure to provide timely and accurate customer service over the phone.
- Schedule visits by home service agents for clients.
- Process and complete service and installation requests on time and in a professional manner
- Provide exceptional customer service, marked by compassion and attention
- Achieve daily performance goals.
- Perform all daily tasks and participate in other activities assigned by team leaders.
- Enter data (cancellation requests, service requests, changes to subscriber profile) as needed.
- Demonstrate initiative and make suggestions for improving processes.

**Requirements**:

- High school diploma or general education.
- Excellent command of English and/or French and/or Cantonese (oral and written) is required.
- A minimum of relevant experience in the field of customer service
- Analytical mindset and the ability to make good decisions.
- Exceptional service to customers and ability to exceed their expectations
- Ease of adaptation, resistance to stress.
- Empathy, tact, patience, and courtesy.
- Active listening and clear communication skills, both with subscribers, program partners and employees.
- Excellent organizational skills and the ability to manage multiple priorities.
- Ability to work independently in a fast-paced work environment.

**In return, we offer you**:

- **3 weeks’ vacation** per year from the start
- **3 “wellness” days for you**:

- **A comprehensive benefits program and an attractive retirement plan**:

- Participation in the pension plan with a contribution from the employer
- A **quarterly performance bonus** program
- Continuous learning opportunities as well as several career advancement opportunities.
- **Please note that all successful applicants will undergo a criminal background check and a vulnerable area survey**.

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