Bilingual Customer Service Representative (English & French) - ON SITE

at  ContactPoint360

WHO WE ARE:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.
At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.
We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

WHO YOU ARE:

• Knowledge
  An agent on the account is required to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorize information about our offerings, policies, processes, and services, as well as know where to find the information in the systems they are provided. In addition, an agent on the account should know the history of client, be familiar with the brand, understand the needs of a high-end customer and culture.
  An agent on the account should know when they can’t resolve the issue and who to transfer the call to if this is the case. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. When considering candidates, they must possess skills that reflect an ability to quickly learn and retain information. Driving towards First Contact Resolution should always be top of mind for the agent.

Agents should possess an eagerness to learn to ensure that they proactively take all required learning components and successfully complete new hire training.

• Attention to Detail

An agent on the account will often answer the same questions and receive the same requests day after day. It is critical that the agent understands customer issues without seeking clarification and are prone to offering accurate and concise responses. The Quality Assurance Standards detail all areas in which the agent is expected to perform.

JOB SKILLS QUALIFICATIONS:

• Minimum 1 year of customer service experience required.
• Exemplary communication skills; including professional and friendly telephone etiquette, a strong vocabulary, and outstanding written communication.
• Demonstrated computer proficiency.
• Knowledge of luxury goods and e-commerce will be an advantage.
• Customer service oriented and able to work in a team environment.
• Highly organized with demonstrated attention to detail.
• Must be perfectly bilingual (English and French), written and spoken.
• Demonstrated computer proficiency skills as well as strong typing skills.

OUR PURPOSE:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ