Bilingual Call Centre Agent Jobs

Specialized knowledge from education and/or business experience.

Ensures Incident Management Processes are followed.

May support change management of varying scope and type; tasks typically focused on execution and sustainment activities.

Knowledge of applicable risk and regulatory requirements and the impact on the business/group.

Maintain solid knowledge within subject matter specialties.

Broader work or accountabilities may be assigned as needed.

Education Reimbursement: For those wishing to pursue additional professional development, funding up to $1000 per year is offered (some conditions apply)

Continuous learning and development via Lessonly, our Learning Management System

Secondary school diploma or General Educational Development (GED)

Strong English communication (written & verbal) and active listening skills

Strong computer skills, multitasking skills and high attention to details

1-2 years of call center, customer service, hospitality or collections experience

Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards.

Full benefits eligibility on DAY 1. Includes employer paid health and dental coverage.

Paid, best-in-class, trainer-lead, remote training beginning on your first day.

We’ve reduced our physical corporate office footprint, reflecting our commitment to be remote/hybrid first.

Minimum of 1-2 years Customer Service experience, previous Call Centre experience.

Minimum of 1-2 years of experience in credit card or financial sector.

Contrat de 4 mois, avec la possibilité dêtre prolongé.

Temps partiel, 16 heures par semaine.

Horaire du mercredi au jeudi, de 16h00 à minuit.

Poste en présentiel (près de la gare de la Gauchetière, à Montréal).

Possibilité de faire du temps supplémentaire si désiré pour divers remplacements.

Répondre rapidement et professionnellement aux appels entrants provenant des différents bâtiments (au Canada).

Specialized knowledge from education and/or business experience.

Ensures Incident Management Processes are followed.

May support change management of varying scope and type; tasks typically focused on execution and sustainment activities.

Knowledge of applicable risk and regulatory requirements and the impact on the business/group.

Maintain solid knowledge within subject matter specialties.

Broader work or accountabilities may be assigned as needed.

The clients are looking for individuals with a super star personality and great customer service skills.

- Excellent communication skills in English.

- Problem-solving and attention to detail skills.

- Previous experience with Salesforce and ticketing is also an asset.

Training schedule is Monday - Friday, 8:30am - 5:00pm

Once training is completed schedule will shift to Flexible hours (including overnights at times) Monday - Sunday

Experience working in Banking or Finance would be an asset

Location: Toronto, ON (King and University), remote with occasional days onsite

1-year previous call center experience

Outbound call center experience (preferred)

Training and/or knowledge of PC applications (Word & Excel)

Word processing, spreadsheets, Internet, e-mail, and database software knowledge.

Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures

Comply with requirements surrounding confidential information and personal information

Escalate customer issues to the appropriate staff and managerial for resolution as needed

Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes

Adhere to all attendance and work schedule requirements

Excellent organizational, written, and oral communication skills

Knowledge of computer systems and ability to work in fast pace environment

Attention to details and investigative skills

Strong verbal and written communication skills

Strong relationship building skills and open to feedback both ways

A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

Support revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiatives

You love providing the best customer service experience!

Match customer needs with the products we have to offer and secure the booking for them.

Share feedback, trends, and suggestions from customers to continuously improve the customer experience.

TICO/ OPC certification is a great asset.

Able to work in a remote environment.

Schedule: Full time, 35 hours a week/ possibility of overtime when needed

L'utilisation d'un casque-micro ou d'un combiné pendant des périodes prolongées.

Être assis et travailler devant un écran d'ordinateur pendant des périodes prolongées.

Il est prévu que ce poste soit un poste à durée déterminée/contractuel.

Les postes à durée déterminée/contrats peuvent être prolongés en fonction des performances, des exigences opérationnelles et du budget disponible.

Des postes permanents peuvent être attribués ultérieurement en fonction des performances, des besoins opérationnels et/ou du budget disponible.

Avoir un diplôme secondaires terminées avec succès

Effective written and verbal communication skills including English, ability to communicate and manage expectations with clients

College Diploma or Business Certificate Finance or Accounting an asset

Experience with financial data, accounting or auditing experience

This role requires the candidate to be fluent in French and English

The Canada Acceleration Centre (CAC) services all Canadian time zones, therefore business hours will vary and overtime is required

This role doesn’t support completion of the Canadian CPA designation

Good management of priorities and organized

Ready to also work on call management to occasionally replace a team leader

Manage a call center by evaluating daily performance to improve call handling quality and productivity.

Manage agent schedules and overtime

5 years of experience in managing a call center

College diploma or experience can compensate for training

Customer Relationship Management experience is an asset

Reports problem calls to manager or designate as appropriate

Conducts call according to requirements of programs: e.g., for polling or voter id, reads script verbatim

Previous experience in a Call Centre role

Basic knowledge of Canadian Politics

Excellent written and verbal communication skills in English

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Working with a dedicated and passionate team who will assist you and work alongside you to provide a best-in-class customer experience!

Providing a great customer experience while keeping customer information confidential

Providing customers positive experiences through excellent service

Providing customers positive experiences through excellent service, along with answering customer inquiries.

Strong customer service and phone skills

Commitment to providing a safe, stress-free and friendly passenger experience

Clear and effective communication skills with demonstrated ability to have difficult conversations

Check-in passengers, issue boarding passes, verify immigration documents

Check baggage and collect excess baggage/overweight charges

Answer calls, book, change and cancel flight reservations

Resolve service disruption issues such as cancelled or missed flights, determining alternative flight options

Strong organizational and time-management skills

Collaborate with internal and external stakeholders to address and resolve specific customer requirements/issues

Fluency in French and English, with excellent communication skills in both languages

1-2 years + customer service experience (call centre experience is a plus)

Strong problem-solving skills with attention to detail

Post secondary education is highly preferred but not a must

Commitment to providing a safe, stress-free and friendly passenger experience

Clear and effective communication skills with demonstrated ability to have difficult conversations

Respond to phone inquiries regarding fares, schedules, routings, etc.

Book, change and cancel flight reservations

Resolve service disruption issues over the phone and in person, determining alternative flight options

Check-in passengers, issue boarding passes, verify immigration documents