Bilingual Customer Service Representative, - Waterloo, Canada - Manulife

Manulife

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. _

Working Arrangement
Hybrid

The opportunity
Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Canadian Segment Contact Center as a
Bilingual Customer Service Representative for
Manulife Bank

With the customer being the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife experience.

This role is primarily accountable for handling, resolving, and communicating service requests for Manulife Bank clients.

Responsibilities

Accurately and thoroughly handle increasingly complex client service requests at initial point of contact
Effectively use multiple administrative systems to resolve inquiries, within the defined service standards
Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
Find opportunities and make recommendations to improve operational processes and practices.
Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
Keep current with company policies, procedures, and processes.
Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).

How will you create impact?

Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in-house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.

What motivates you?

You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

Must be fully and fluently Bilingualism (French/English), in both verbal and written proficiency
Previous experience in a contact center environment would be considered a tremendous asset, however, not required
Knowledge of financial services would also be an asset
You excel in a fastpaced, constantly evolving environment while exhibiting a calm and professional manner
You have outstanding technical capabilities, research skills and your attention to detail is always a priority

What can we offer you?

A competitive salary and benefits packages.
Paid Training starting on Day 1 in an environment with practical handson training along with your colleagues.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong worklife balance.
Manulife Bank Contact Center operates on a rotational work schedule a week at a time to accommodate customer calls from other time zones (rotating start times between the hours of operation Monday-Friday, 8am12am, Saturday-Sunday, 9am9pm (Atlantic Time). The Customer Service client base is Canadawide. Flexibility is needed as client demand changes.

Our commitment to you

Valuesfirst culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity, and Inclusion

We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

#M-CA-IN-CM

About John Hancock and Manulife

Manulife is an Equal Opportunity Employer

Salary & Benefits
Manulife offers el