Description:
- Respond to inbound calls and emails related to client inquiries, issues and concerns in a courteous and timely fashion by focusing on customer satisfaction.
- Ensure issues are thoroughly investigated and determine appropriate action for resolution.
- Maintain accurate records and documentation of changes to account information through the CCTS database.
- Maintain knowledge and awareness of all company policies and procedures.
- Follow all current departmental procedures, processes and methodologies.
- Escalate any unresolved customer concerns to the Manager.
- Assist on special projects as assigned by the Manager; Other duties as required.
To Succeed, You Will Need:
- Customer service / call center experience.
- Bilingual (French & English).
- Exceptional customer service skills with a strong "customer first" attitude.
- Good organizational skills and strong time-management techniques.
- Works well under pressure and in a fast-paced environment.
- Display high ethics, character and commitment to business policies and decisions.
- Display initiative in handling problems, be a team player and support changes.