Bilingual (English/french) Customer Support - Brampton, Canada - PC Financial

PC Financial

Verified Company

Brampton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products.

We're a different kind of bank with a different type of team—we're collaborative and supportive and have the freedom and responsibility to thrive.

Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day.

As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

About the role

What you'll do

Customer requests/complaints handled at this level are generally more sophisticated and require increasingly outstanding problem solving, investigative, negotiation and decisionmaking skills.
Responsible for responding and managing customer escalations, verbal and written, for all lines of business.
Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback.
Coordinate planning initiatives and change implementations while managing the daily operations.
Maintain current knowledge of industry developments and innovation.
Document all required information in the customer database system.
Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
Provide information regarding reasons of escalations back to lines of business to be analyzed and assess risks / issues to ensure appropriate action is taken to mitigate/resolve escalations.
Possess excellent ability to handle sensitive matters with high level of empathy.
Handle escalated customer issues according to company policies and SLAs.
Provide support in customer service procedures, issues, product knowledge.
Bring a solid customer focus and team collaboration to the organization.

What you'll need

13 years' experience in call center management activities.
The ability to communicate flawlessly in English and French with customers (both through written and verbal communication).
Ability to problem solve and think analytically.
Ability to work well under pressure, meet deadlines and effectively manage resources.
Proven ability to prioritize, and multitask in a fastpaced environment.
Flexibility to work shifts and weekends.
Retail and loyalty program an asset.
Knowledge of Salesforce an asset.

Number of Openings:

PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our _

- organization. Accommodation_
- is available upon request for applicants and colleagues with disabilities._

In addition, we believe that compliance with laws is about doing the right thing.

Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.