Bilingual (French) Consumer Support Professional

Location: Whitby, Ontario, Canada
Date Posted: 21-09-2017
The 360 Insights Consumer Centre offers multiple levels of support to our rebates line of business, which is consumer focused.   Utilizing phone, email and chat support tools, the Consumer Centre team manages thousands of daily interactions which must be delivered the highest level of customer service.  Consumers contact us from everywhere in North America for help and resolution of rebate problems.
The Consumer Support Professional team handles end consumer rebate calls, emails and online chats. This team contributes to the efficiency of operations and drives success.  This position works to maintain a positive, empathetic and professional attitude towards customers at all times.  Demonstrating exemplary customer service skills, the Consumer Support Professional provides an unbelievable experience for our customers.
  • Provide world-class customer service for our customers through: inbound phone calls, email support and chat.
  • Work as part of a team to achieve specified KPIs (interactions, answer rates, quality results).
  • Consistently work towards enhancing the customer’s experience and focus on first contact resolution.
  • Identify issues across multiple clients to drive best practices across the organization.
  • Investigate areas of operational improvement and share feedback with team.
  • Ensures work is accurate, efficient and meets call centre best practices and standards. 
Skills and Experience:
  • High quality business communication skills – written and verbal.
  • A customer first mentality and deep understanding of customer service.
  • Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word).
  • Proven excellent analytical and problem solving skills (strong aptitude for math).
  • Ability to key at least 30-35 words per minute.
  • Proven ability to work as an effective member of a team as well as independently with minimal supervision.
  • Demonstrated organizational and follow-up skills (including prioritization).
  • Previous call centre or consumer contact experience is an asset.
  • Bilingual (French) is an asset.
Work Environment: 
  • Must work onsite at the 360Insights Headquarter site in Whitby, Ontario.
  • Very fast paced, high growth environment. 
  • This role will face high level of stress and urgency.
  • This role will work 40 hours a week (hourly rate).  Because of the nature of our business this role will work days, evenings, weekends and Stat Holidays.
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