Bilingual Client Services Representative - Burlington, Canada - DLL

DLL

Verified Company

Burlington, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Bilingual Client Services Representative
Find out more here about how you can unleash your full potential at DLL

Day to Day

This position will participate in the corporate goal of a 24-48 hour response time in order to meet service level expectations, and ensure that the highest level of customer service is delivered to all customers.

Inbound Calls
Respond to customer questions and inquiries regarding their active contracts, and review and resolve any issues (within guidelines)
Interact with Vendors and End Use customers
Warm transfer calls as required to other DLL staff members
Ensure turnaround time is met, advise Manager or Team Leads if it is in jeopardy
Participate in department and crossfunctional initiatives
Administrative Functions
Respond to customer or vendor queries regarding active contracts, and resolve cases as related to the inquiry
Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve or correct customer issues
Manage individual caseload a daily basis, following up on open cases; managing SLA's on new cases
Quote Buyouts, Payouts

Measures:

Respond in customer inquiries and resolve customer issues
Ensure that the team goals are met including 2448 hour first touch approach and incorporating a first time right approach
Respond to customer escalations and communicate solutions appropriately

All members enjoy

Two working days per year volunteering for a local charity.
Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
Flexible hours with possibility to work from home
Career development opportunities: online learning, member development programs.
Check this link to an overview of all benefits in your region.

Essentials

Minimum College diploma in business or administration, or equivalent customer service experience
Minimum of 12 years customer service experience
Bilingualism (French/English) is required
Strong interpersonal as well as written and verbal communication skills
Must be selfdirected, decisive and goal oriented, and comfortable working in an empowered work environment with established goals/expectations and limited stepbystep direction
Strong relationship building skills and a team player
Strong organizational and planning skills
Strong aptitude for working with numbers coupled with a basic knowledge of accounting practices
Ability to work in a very fastpaced environment
Experience working in CRM platforms

_Hours of Work: 8:30 am to 7:00 pm EST, ability to work shifts within these hours of operation_

Choose Wellbeing

DLL's wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

Connection
Build meaningful connections with other DLL members

Health

Manage mental, emotional and physical health

Finance

Provide learning opportunities to help members achieve personal financial health

Lifestyle

Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL

Settling In
At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business.

Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative - an interconnected network - that comes together every single day with one goal in mind
:Partnering for a better world.

Good to Know

Desired Primary Work Location:
Burlington, ON

Applicable Pay Range
$42,501 - $63,75- The selection process may involve an assessment.
- #LI-APRIL

DLL's referral program applies

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments.

If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

Job Reference:
DLLCA00776