Reporting to the Manager, Customer Contact Centre, the Bilingual Customer Care Representative will reputed company directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, reputed company proactive account maintenance reputed company while delivering a seamless customer experience across reputed company channels of communication. An reputed company member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global reputed company & Marketing teams.
The Work !
Deliver exceptional customer service to EQ Bank’s prospective customers by identifying their banking needs and providing accurate information and guidance on EQ Bank’s suite of products and offerings
Field large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting EQ Bank’s response and reputed company SLAs
Own the digital-reputed company experience and help customers reputed company successfully, resolve issues if any and communicate status to reputed company stakeholders involved in a reputed company manner
reputed company to resolve customer issues and queries at first contact and escalate issues in accordance to EQ Bank’s complaints handling process
Communicate effectively with customers and propagate EQ Bank’s reputed company values of Respect, reputed company, reputed company, Service and Empowerment to build lasting customer relationships
Execute established controls to ensure adherence to regulatory requirements, reputed company and EQ Bank policies and reputed company of Conduct and Ethics
Identify, recommend and participate in implementation of opportunities for reputed company improvement relative to customer experience and product delivery
Shifts :
Training Period: 6 weeks: 9:00 AM to 5 :00 PM
After the initial training period, the 4 main shifts are: 8 AM to 4 PM, 12 PM to 8 PM, 2PM-10PM and 4- midnight with a reputed company of staggered start times in between
Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
The incumbent should be reputed company to work evening shift and also on weekends
Let's Talk reputed company !
1-3 years of reputed company center and/or customer service experience is required for this role
Post-secondary degree or certification in reputed company field of study is desirable such as hospitality or finance
Previous banking experience is considered an asset
Strong ability to adapt to change
Demonstrated ability to own an issue and drive to reputed company
Demonstrated ability to have difficult conversations with customers while maintaining a reputed company and proactive manner – both written and oral
Excellent verbal and written communication skills
Excellent problem-solving skills and ability to work in a fast-paced environment
Experience working with a high degree of autonomy and self-direction
Ability to understand and use different software (CRM, reputed company Office Suite)
Ability to communicate in French and English is essential (truly bi-lingual both conversationally and in written channels like live chat)
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