Bilingual Customer Service Representative

Create value at TC Transcontinental.
At TC Transcontinental, we've got it made, and that's because of the expertise of our team.
We have been driving innovation since 1976.
With approximately 7400 employees, TC Transcontinental is a leader in flexible packaging in North America and in retail services in Canada, and is Canada's largest printer. The Corporation is also the leading Canadian French-language educational publishing group. Respect, teamwork, performance and innovation are the strong values held by the Corporation and its employees. TC Transcontinental's commitment to its stakeholders is to pursue its business activities in a responsible manner. We take care of our team, support each other and cultivate a sense of belonging for all.

Responsibilities
When your actions lead to success:

• Responds to calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
• Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
• 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.
• 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.
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
• Accountable for personal statistics plus team goals (wait time and abandon rate).
• Work overtime as required.
• Work as part of a team, follow and adhere to Transcontinental's code of ethics and participate in the Continuous Improvements efforts.
• Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures.
• Work in compliance with the Occupational Health & Safety Act of Ontario, the Workplace Safety Insurance Act and all other applicable legislated environmental, health & safety regulations.
• 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.

Qualifications
When your expertise drives us:

• Post-secondary education completed.
• Minimum 2 years of relevant Customer Service experience, in a fast-paced environment.
• Must be fluent in English and French with the ability to communicate effectively and professionally with customers and employees.
• Supply Chain Management experience is an asset.
• Excellent attention to detail and a high level of accuracy.
• This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects.
• Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
• Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
• Provides routine information to coordinate the assignments and work procedures of others.
• Professional manner, tact, diplomacy and discretion in dealing with store level and central office including senior management.
• Adaptable to set and prioritize work with varying exceptions.
• Able to work with diverse personalities and styles.
• Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
• Communicates well in writing (i.e. e-mail) by composing clear documents.

When Benefits Really Help You Live Better
We offer a comprehensive and flexible benefits package designed to support your well-being and help you thrive—at work and at home. Our offerings include:

• Competitive compensation with performance-based incentives and retirement savings plans with company match
• Customizable group benefits including health, dental, life, disability, and travel insurance
• Paid time off
• Employee perks such as discounts on insurance, wireless plans, travel, and more
• Career development opportunities
• A dynamic, inclusive work environment where your voice matters and your growth is supported

EEO
TC Transcontinental is an equal opportunity employer committed to fostering a diverse, inclusive, and accessible workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by applicable laws in the jurisdictions where we operate.

We are also committed to providing an inclusive and barrier-free recruitment and work environment—promoting dignity, independence, integration, and equal opportunity for all, including persons with disabilities. Accommodations, including alternative formats, will be made available for all parts of the recruitment and selection process. For more information or to request an accommodation please contact

Send us your application. Create something with TC Transcontinental.