Bilingual Customer Service Representative
H
HGSCustomer Service
Canada, 7 AM and 12 AM ESTFull-TimeEntry
Salary21 CAD per hour
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Job Details
- Languages
- English, French
- Experience
- 6 months
- Required Skills
- Customer serviceTroubleshootingActive listening
Requirements
- At least 18 years of age.
- Physically living in and able to work in Canada.
- At least 6 months of customer service experience.
- Ability to communicate fluently in both English and French (oral and written).
- Experience troubleshooting issues and owning customer resolutions.
- Computer savvy, comfortable working at a desk with multiple monitors.
- Results-oriented with the ability to provide consultative recommendations.
- Ability to work between the hours of 7 AM and 12 AM EST with schedule flexibility.
- Willingness to participate in coaching and feedback.
- Must have a suitable space for working from home and a hard-wired internet connection.
- Must pass pre-employment tests and an interview.
Responsibilities
- Communicate with clients through inbound calls related to billing, payments, existing and new services, promotional offers, and service upgrades/downgrades.
- Identify customer needs through active listening to answer questions, assist with troubleshooting, or make product recommendations.
- Adopt a consultative approach to problem-solving, taking ownership of the customer issue and resolution.
- Utilize multiple computer systems to research products, services, common issues, and solutions.
- Document customer needs, interactions, and results in the appropriate system, including creating additional requests for unresolved issues.
- Deliver exceptional service to create a positive customer experience.
- Participate in regular 1:1 coaching sessions with a supervisor to ensure key performance indicators are met.
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