JOB DESCRIPTION

Your Impact: As a Bilingual French & English Customer Service Representative, you’ll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer inquiries, identify the unique needs of each customer, match customers with products and services that meet their needs, exercise emotional intelligence and improve the overall customer experience!

So, what does a day in life for a Customer Service Representative look like?

• Communicate with customers through inbound calls that have questions about the products and services offered. Agent should be abreast with changing technology and procedures to be able to educate the customer of the value of the services provided, ways to optimize and maximize service usage and retain customer.
• Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need.
• Troubleshoot and resolve product malfunctions that customers might have in a timely and effective manner using tools and techniques defined by the client.
• Take a consultative approach with customers who are experiencing problems with their products by owning the issue and resolution. Finding the root cause of the problem and directing a field technician where applicable for ensuring resolution within the stipulated timeline.
• Use multiple computer systems to research products, services, common problems and solutions offered Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time
• Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
• Regular 1:1 coaching session with your supervisor to ensure you meet key performance indicators

REQUIREMENTS

You’re at least 18 years of age

• You must be physically living in and able to work in Waterloo, Ontario Office
• You have a High School Diploma or equivalent
• You are fluent in French and English
• You can work between the hours of 8:00 AM and 8:00 PM EST but have some flexibility as business needs may change
• You have at least 6 months of customer service experience and you understand the value of coaching / feedback
• You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
• Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
• You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
• You’re results oriented and comfortable providing customers with recommendations and solutions
• You have excellent time management skills

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.
Job Type: Full-time
Pay: $20.00 per hour
Work Location: In perso

Please refer the Job description for details