Customer Service Representative (Bilingual English/ French)

Gatestone & Co. Inc - Toronto, ON (5 months ago)

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We are a company that provides excellent customer service to many different companies and brand. Our goal is to deliver consistent results to our clients and to ensure an outstanding customer experience in every opportunity. We strongly believe in the growth and development of our employees and that shows in the results we provide to our clients. We understand that the job doesn’t end when you win over your customers.

Our award winning customer facing agents work 24x7x365 to ensure our valued clients receive the greatest customer experience. Our agents are trained to understand and protect our brand and utilize all the Omni-channel services available today!

Our office is located at 300-180 Duncan Mill Road, North York ON M3B 1Z6.

To learn more about Gatestone & Co, please visit Gatestonebpo.com

Availability:

Hours of operation are between 8:00 am to 5:00 pm in all time zones across Canada, Monday to Friday.

The hours of operation may extend as required.

Extension of hours may include weekdays (Monday to Friday) and weekends or statutory holidays.

During periods of exceptional circumstances these hours may be extended on short notice

Responsibilities:

  • Answer inbound telephone, email, fax and TTY enquiries on programs and services and perform basic transactions involving basic personal information
  • Complete outbound telephone enquiries on program and services (as required)
  • Conduct or complete client surveys (as required)
  • Follow established protocol, procedures, telephone etiquette and official language policies
  • Provide accurate and complete information to callers.
  • Record demographics and other statistical information for all call, email and TTY enquiries in the service delivery statistical tool (IMPACT).
  • Record comments, complaints and call-backs, and product orders (as required)
  • Maintain an in-depth knowledge of the client structure, programs and services and current events
  • Communicate trends and information updates
  • Suggest improvements to the content in the knowledge repository
  • Report call trends, technical related issues, emerging new issues and incidents (threats / crisis calls)
  • Participate in workgroups, focus groups, and user acceptance testing
  • Support Client satisfaction surveys

MINIMUM QUALIFICATIONS:

  • Ability to work independently and within a team and maintain accuracy
  • C Level language skills both written and verbal
  • Proficient computer skills
  • Experience in call center or customer service environments
  • Typing speed of 45 WPM

Application process:

  • Prescreening phone interview with recruiter
  • Behavioral assessment
  • C Level Language Testing
  • Typing Speed Testing
  • Interview with Hiring Manager

Individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process.

Check us out in Instagram to how much fun the Gatestone experience really is!

https://www.instagram.com/gatestonebpo

Job Types: Full-time, Permanent

Salary: $24.77 to $27.71 /hour

Experience:

  • call center: 2 years (Preferred)

Language:

  • French (Required)