Well.ca
Location
Ontario | Canada
Job description
Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly, bilingual with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?
We are currently looking for an energetic team player to join our newest Contact Centre Team as a Bi-Lingual Contact Centre Specialist. The Contact Centre team has the responsibility to help our consumers with any technical and/or program issues that they could encounter. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team. This unique bilingual role will be responsible for mastering multiple back-end systems and supporting customers predominantly in French, and English as needed.
The current shift we are hiring for is Monday-Friday, 9am-5pm EST
Responsibilities:
Member Communication- French, and English as required
● Answer incoming members calls quickly in a very friendly and genuine manner
● Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
● Assist members in navigating and correcting issues related to Application technical capabilities and functionality
● Handle confidential members information responsibly, in strict alignment with our Privacy Policies and Security Standards
● Other duties, as required
Problem Management – French, and English as required
● Ability to diagnose problems, identify and drive appropriate solutions
● Ability to ingest, and work in alignment with SOPs to guide resolution
● Work closely with peers and other departments to resolve members issues
● Contact members on behalf of other departments as required
● When needed escalate issues to the Senior Contact Centre team to ensure we are meeting members’ particular needs
Performance Criteria
● Reports directly to the Contact Centre Manager
● Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
● Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department within our organization
● Demonstrate ability to pivot easily between tasks
Qualifications:
● High school diploma required
● 1-3 years’ experience in a similar role
● Proficiency in French and English, both written and oral
● Exceptional written and oral communication skills
● Strong technical skills
● Ability to defuse tense or difficult situations
● Adapts easily to change
● Ability to learn quickly and take initiative
● Ability to retain large sets of information relative to multiple business units
● Outstanding multitasking and organizational skills
● Ability to solve problems in a quick and well thought out manner
● Working knowledge of Microsoft Excel
Assets:
● Fluency in multiple languages
● Post-secondary diploma/degree
Job tags
Salary
