Bilingual Customer Service Professional - Maisonneuve, Canada - Manulife

Manulife

Verified Company

Maisonneuve, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

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

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 from Canadian 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 clientcentered 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, and 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 Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external Englishspeaking customers, or employees outside of Quebec.
Previous experience in a contact center environment would be considered a tremendous asset, however, not required
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
Knowledge of financial services would also be an asset

What can we offer you?

A competitive wage 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.
Rotating work schedule a week at a time to accommodate customer calls from other time zones will be required (rotating start times between the hours of operation 8:00am 8:00pm EST Monday
Friday). The Customer Service client base is Canadawide. Flexibility is needed as client demand changes.

Our commitment to you