Bilingual Customer Service Representative - Markham, Canada - BGIS

BGIS

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are

SUMMARY

The Operations Centre is a critical environment within BGIS Canada, responsible for receiving and dispatching facilities service requests for its clients - 7/24/365.

The work environment is fast-paced and client-service focused. In order to ensure ongoing performance success, Operations Centre team members are measured against service delivery metrics.

The Customer Service Representative is required to provide service in English and French.

KEY DUTIES & RESPONSIBILITIES

Learns client account details, the service request/work order management systems, the telephony system and Operations Centre policies, processes and operating procedures
Fills basic client requests including creating and dispatching work orders to appropriate internal and external service providers and relaying appropriate information to front line facilities managers
Assesses and accurately assigns level of priority to facilitate timely fulfillment of service requests
Learns techniques for troubleshooting service issues, communicating with internal technicians and Facility Managers, external service providers, landlords and other relevant parties.
Receives guidance and support in completing service requests including activities such as proper work order processing, dispatching and communication of information.
Provides customer service support in either English and French
Participates in program initiatives undertaken by the Operations Centre
Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner.
May be required to demonstrate Operations Centre capabilities to potential and existing clients and to prospective hires by having such people Ycord into live calls.
May be required to provide training to new Team Members.
Other duties as assigned.

Work Hour Availability Requirements

7 days a week, 24 hours a day, 365 days a year environment requiring open availability
Rotating shifts between 6:00am and 11:00pm
Weekends and holiday work availability on a rotational basis
May be required to work overtime

KNOWLEDGE & SKILLS

High school completion plus a specialized technical or business course.
Job Related Experience: One year or less
Demonstrated language proficiency (both verbal and written), including proper grammar, spelling and punctuation. Clear and effective communication skills.
Basic understanding of the facilities/property management industry and knowledge of facility operations and maintenance, an asset.
Strong customerservice orientation and customer service skills.
Demonstrated ability to gather information, accurately assess issues and assign level of priority; effective probing and problem solving skills.
Demonstrated organizational skills.
Ability to sustain concentration over a prolonged period of time and pay attention to details.
Demonstrated computer proficiency including solid keyboarding skills.
Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning.

Licenses and/or Professional Accreditation

None required.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization.

We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds.

We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success