Bilingual Customer Service Representative - Guelph, Canada - Well

    Well
    Well Guelph, Canada

    1 week ago

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    Contract
    Description

    Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly, bilingual with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

    We are currently looking for an energetic team player to join our newest Contact Centre Team as a Bi-Lingual Contact Centre Specialist. The Contact Centre team has the responsibility to help our consumers with any technical and/or program issues that they could encounter. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team. This unique bilingual role will be responsible for mastering multiple back-end systems and supporting customers predominantly in French, and English as needed.

    The current shift we are hiring for is Monday – Friday 9:00am – 5:00pm

    This role is primarily remote. Will be required to work in Guelph, ON office as required.

    Term: Full-Time Contract

    Rate: $20.50 hourly

    Responsibilities:
    Member Communication- English and French

  • Answer incoming members calls quickly in a very friendly and genuine manner
  • Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
  • Assist members in navigating and correcting issues related to Application technical capabilities and functionality
  • Handle confidential members information responsibly, in strict alignment with our Privacy Policies and Security Standards
  • Other duties, as required

    • Problem Management – English and French

  • Ability to diagnose problems, identify and drive appropriate solutions
  • Work closely with peers and other departments to resolve members issues
  • Contact members on behalf of other departments as required
  • When needed escalate issues to the Senior Contact Centre team to ensure we are meeting members' particular needs

    • Performance Criteria

  • Reports directly to the Be Well Contact Centre Manager
  • Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
  • Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department within our organization
  • Demonstrate ability to pivot easily between tasks

    • Qualifications:

  • High school diploma required
  • 1-3 years' experience in a similar role
  • Proficiency in English and French, both written and oral
  • Exceptional written and oral communication skills
  • Strong technical skills
  • Ability to defuse tense or difficult situations
  • Adapts easily to change
  • Ability to learn quickly and take initiative
  • Ability to retain large sets of information relative to multiple business units
  • Outstanding multitasking and organizational skills
  • Ability to solve problems in a quick and well thought out manner
  • Working knowledge of Microsoft Excel

    • Assets:

  • Fluency in multiple languages
  • Post-secondary diploma/degree