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SAOntario, Waterloo
Bilingue Français & Anglais, Représentant de service a la clientèle
Job Code: HGS/599
Job Description
Votre Impact: En tant que représentant bilingue du service a la clientèle, vous aurez la capacité de travailler dans un environnement collaboratif et engageant avec un seul objectif, ayant un impact positif sur la journée des gens! Nous vous formerons pour être un expert dans votre domaine, afin que vous puissiez offrir, en toute confiance, une expérience client incroyable.
So, what does a day in life of a Customer Care Representative look like?
· Communicate with customers through inbound calls and chats that have questions about services available to them. This covers a wide spectrum of services such as online ticket transactions, account set ups, trip planning, service disruptions, fare and station and policy information.
· Identify customer needs through active listening to answer questions, assist with troubleshooting and make recommendations based on the customers need.
· Process refunds, explain charges and help customers to navigate self-service options.
· Take a consultative approach with customers who are experiencing issues or have questions by owning the issue and resolution.
· Use multiple computer applications to research products, services, common problems and solutions offered.
· Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service.
· Regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators.
Why choose us?
HGS est un leader mondial de la gestion de l'expérience client. Avec plus de 20 000 employés répartis dans 10 pays, notre but est de rendre nos clients plus compétitifs en offrant des expériences client exceptionnelles. Guidée par une philosophie « axée sur les personnes “, venez savourez l’expérience de travailler avec centaines de grandes marque mondiales. HGS est l’endroit idéal pour développer votre avenir.
· Salaire 20.00$/hr avec opportunités potentielles d'heures supplémentaire
· Les meilleurs avantages médicaux, dentaires et optiques
· Programmes d'aide aux employés
· Options d'horaires flexibles
· Avancement de carrière au sein d'une organisation en pleine croissance
· Environnement axé sur les personnes où vous établirez des liens et des amitiés pour la vie
What we are looking for:
So what really makes a great Customer Service Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this role! To be successful, you’ll need these qualities
Requirements:
· You must be physically able to work in Waterloo, ON office and live within 45 minutes (commuting distance)
· You’re at least 18 years of age
· You have a High School Diploma or equivalent
· You are fluent in French and English
· You have excellent verbal communication skills which includes speaking clearly, enunciating and asking follow up questions
· You have excellent written communication skills which includes full sentences with proper grammar punctuation
· You can work between the hours of 6:00 AM to 10:00 PM EST but have some flexibility as business needs may change
· You have at least 6 months of customer interaction experience and you understand the value of coaching / feedback
· You have at least 6 months of chat experience including messaging applications or online chat platforms
· You have experience with social media platforms for example (Instagram, Twitter, Tik Tok)
· You have experience writing emails
· You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
· Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
· You’re computer savvy, comfortable sitting at a desk and working with multiple computer applications and screens
· You’re results oriented and comfortable providing customers with recommendations and solutions
· You have excellent time management skills and a reliable attendance history
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.
