Customer Care Senior Representative

Customer Care Senior Representative

The Bilingual Customer Service Representative is responsible for providing telephonic support to Shareholders, their representatives, and the investment community. Ensure all activities, including those that contribute to the satisfaction of customers, are met.

Position: Bilingual Customer Service Representative

Position Status: Full Time - Remote

Hours of Work: Monday-Friday 8:00am-6:30pm EST

Location of Hired: Open to candidates residing in Manitoba, Alberta, New Brunswick, Nova Scotia, and Prince Edward Island.

Rate of Pay: $20.50/HR Bilingual (English/French)

Responsibilities:

• Answer incoming telephone inquiries in accordance with Call Center guidelines.
• Follow up on escalated calls, as required.
• Submit fulfillments or research cases for callers' inquiries if applicable.
• Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries.
• Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders.
• Responsible for taking monthly refresher training and taking monthly quizzes.
• Ensure compliance with policies and procedures and regulatory requirements.
• Maintain a professional tone and positive attitude to callers.
• Responsible for answering a minimum of 50 calls daily for various entry level product lines (queues) and developing skills for advance queues.
• Responsible for answering calls for a baseline of 7 hours daily.
• A self-starter and takes the initiative to take on new projects and additional responsibilities.
• Other duties and responsibilities as assigned.

Requirements:

• Strong communication skills (written, verbal and listening)
• Bilingualism (English/French) required.
• High School Diploma/equivalent education
• 1 – 3 years call center experience with heavy call volume
• Advanced knowledge of PCs, familiarity with system navigation, and strong keyboard skills
• Able to endure prolonged seating/standing associated with the performance of essential functions.
• Highly self-motivated, self-reliant, self-competitive, and will push themselves to exceed expectations.
• Has a strong ability to take action to meet and exceed customer expectations with integrity.

Working From Home Requirements:

• High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
• You must be connected via Ethernet port and not by Wi-Fi.
• Ability to download and use the Google Authenticator app.
• Must have IOS 11 or Android version 10 (or newer).

This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.

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