Bilingual Cust Service Rep Ft - Woodbridge, Canada - 407 ETR

407 ETR

Verified Company

Woodbridge, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary:

We at 407 ETR are looking for someone who enjoys a challenge, has the willingness to learn, and is committed to providing world-class service by connecting with customers and providing them with solutions for a first call resolution.

Our employees are empathetic and provide excellent customer service by using root cause analysis to solve problems with ease; this is why we are certified as a World Class Call Center.

This role as a Bilingual Customer Service Representative is fast-paced and involves talking to customers over the telephone in our World Class Call Centre.

Examples of some topics you will assist with include billing inquiries, transponder related inquiries, troubleshooting accounts, web support, and payments.

If you enjoy building relationships, going above-and-beyond for your customers and learning new skills, we are looking for you We support and encourage employee growth and are here to help develop your strengths to allow for a very rewarding career at 407 ETR.

Duties & Responsibilities:

Provide worldclass service to customers in English and French by empathizing, actively listening, asking the right questions and offering the best possible solution
Use excellent communication skills to professionally and courteously interact with our customers over the phone in the call center
Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call
Be comfortable working in a fastpaced, structured, and goaloriented environment (Average Handle Time, Adherence, Compliance, Surveys etc.)
Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions
Perform other tasks as assigned

Qualifications:

Must have 12 years of experience in customer service
Excellent English & French verbal and communication skills
Must successfully complete an annual French bilingual certification testing
Punctual and committed to work on a flexible schedule: Call Center hours are currently 8:30am 4:30pm Monday to Friday (37.5 hours per week).
Passionate about providing world class customer service
Proven customer service skills, a track record of success in a clientfocused, targetdriven performance culture
Strong problemsolving skills and ability to deal with customers tactfully and effectively in a fastpaced environment
Strong computer literacy (Windows operating system, internet navigation, typing, etc.)
Excellent telephone manner, an aptitude for listening, establishing rapport and finding the right solutions for customers
Ability to work in a metricized environment (6 performance metrics: Call Resolution, Customer Satisfaction, Call Quality, Average Handle Time, Schedule Adherence, Lates)

Our Offer:
A world-class culture based on recognition, development, and excellence:

Unionized environment (Unifor Local 414)
A fully paid worldclass training program (Fulltime hours (37.5/week), inperson, 8 weeks in length)
Free 407 ETR usage (taxable benefit)
Competitive collectively bargained wage schedule: $25.9
Eligible for a Bilingual premium of $2/hr
Comprehensive health benefits program
An exciting performancebased recognition program
Employee discounts through Good Job Program and Good Life Fitness
Expect excellence: Collaborative team, learn, and grow with a highperformance team.
Leaders who support your development through training and coaching
Organization that takes pride in volunteering and community involvement
Community culture known for innovation and continuous improvement