Key Responsibilities and Accountabilities
- Handle Inbound Calls: Consistently meet and exceed department standards and objectives when managing inbound calls.
- Expert Advice: Provide customers with expert guidance and accurate information.
- Creative Problem-Solving: Follow company protocols while thinking creatively to find solutions that address customer needs.
- Issue Resolution: Resolve customer concerns and escalate only when all alternatives have been exhausted.
- Documentation: Accurately document all customer interactions and cases.
- Schedule Adherence: Meet the scheduling goals set by the client.
- Outbound Calls: Occasionally make outbound calls to follow up on various issues.
- Multi-Tasking: Use multiple applications efficiently during calls.
Decision-Making Authority
- Decisions Expected:
- Resolve customer issues effectively.
- Address and fulfill customer requirements.
- Recommendations Expected:
- Provide suggestions for process improvements to better meet customer needs.
Main Job Requirements
- Education & Specific Training:
- University degree or equivalent.
- College dropouts: High school diploma or at least one year of university education.
- Work Experience:
- No prior experience required; previous customer service experience is an advantage.
- Special Certifications:
Required Skills
- Technical Skills:
- Fluent in French (both written and spoken).
- Proficient in computer use and internet applications.
- Minimum typing speed of 20 words per minute with 80% accuracy.
- Competencies and Specific Skills:
- Strong verbal and written communication skills.
- Ability to effectively handle customer issues.
- Quick problem-solving skills with the ability to resolve issues promptly.
- Flexible and adaptable to varying work conditions and hours.