The Bilingual Customer Service Representative is responsible for handling inbound service-related calls in a 24/7 operation centre environment. This job is required to take ownership of all calls through an entire life cycle, ensuring that complete customer satisfaction is achieved.
Key highlights of the position include:
. Handling inbound calls from our clients in a fast-paced environment. These calls range in nature from routine property management requests to emergency requests that may involve escalation to senior levels of management. . Probing and documenting details of client needs and capturing such in a Work Order. . Properly assessing and assigning priority to work orders to ensure that contractual turnaround times are met. . Dispatching and communicating work order details to appropriate service provider(s). . Providing high level of service, care and quality to each and every call. . Working varied shifts.
QUALIFICATIONS: - Must be bilingual in French & English - High school diploma or equivalent training - Up to one (1) year experience in a highly service-oriented inbound/dispatch call centre environment - Superior customer service skills - Clear and effective communication skills (both written and spoken, including strong spelling and grammar) - Effective analytical and problem solving skills - Able to adapt to a changing environment and able to work various shifts - Minimum 35wpm typing skills - Strong organization, prioritization, problem-solving, and computer skills - Ability to work well in a fast-paced, team environment - Experience in a facilities management environment is an asset - Must be extremely detail-oriented - Must be able to probe and gather detailed information from callers - Must be open to availability (7 days a week; 6:00 am to 11:00 pm) - Willing to work rotating shifts
