Bilingual (EN/FR)- Customer Service Specialist

Toronto, Ontario

Employment Type: Temporary Industry: Brokerage/Finance Job Number: 64665

Our client, one of the five leading Canadian banks, is looking for an Bilingual (EN/FR)- Customer Service Specialist to join our Toronto team for a 6 month contract!

Opportunity Number: #64665
Location: Toronto, ON- Concorde Pl @ Concorde Gate
Pay Rate: $17.18/hour (Paid Weekly)
Contract Duration: 6 months with the possibility of extension
Hours of Work: Monday to Friday rotating shifts from 7:30 am - 9:00 pm; Saturdays 9:00 am - 8:00 pm

Must have good credit history and clear criminal record

Job Description:

The main function of a Contact Centre/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

  • Create a legendary customer experience at every interaction by quickly and promptly responding to requests through email, fax and phone
  • Exceed expectations by contributing to an exceptional experience
  • Manage and maintain account information by completing all requests and updates quickly, accurately and efficiently
  • Provide a first time right response to all incoming e-mail requests submitted by internal and external partners
  • Take ownership of all calls, email or fax requests by ensuring all inquiries are investigated and resolved in a satisfactory manner
  • Assist the Team Leader in communicating process & policy changes to the team
  • Contribute to the achievement of business objectives by meeting Service Level Agreements (SLA)
  • Identify and aim for improvement initiatives to contribute to a positive customer experience
  • Actively participate in Service Observational coaching (SOC) and action planning
  • Achieve and maintain compliance and regulatory objectives to support the business
  • Display appropriate telephone and email etiquette when communicating with customers (both internally and externally)
  • Job Requirements
  • Critical thinker who possesses the ability to look for new opportunities within the business unit
  • Self-motivated individual
  • Speed and Execution: Maintaining AHT, Adherence and SLA metrics as per the business needs. Responding to customer requests with high productivity, ensuring privacy and customer experience is met at all times
  • Maintaining a Low Error Ratio: Accuracy is crucial to our partners
  • Adhere to authentication guidelines while processing requests
  • Contribute to a positive working environment
  • Take ownership of each interaction to ensure customer needs are met

Job Requirements:

  • Customer service skills
  • Strong communication skills - verbal & written
  • Interpersonal skills - gel well with the team
  • Results driven
  • Attention to detail
  • Highly organized 
  • Time management
  • Sense of urgency
  • Quality assurance
  • Detail oriented

Education/Experience:

  • High school education required
  • Post- secondary education preferred
  • Previous banking experience
  • 1 year call centre experience
  • 1 year customer service skills
  • Bilingual - English/French

To Apply: 

Please click Apply Online or submit your resume by email to: BMRresume@bagg.com

View all of our job postings at www.bagg.com 

Accommodations are available upon request to support your participation during all stages of the recruitment process.

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