Bilingual Customer Service Rep

emergemarket.com; Winnipeg; Remote; CAD 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a remote customer service representative, where your skills will shine in providing exceptional service to clients. In this dynamic role, you'll manage both inbound and outbound calls, ensuring customer satisfaction through effective communication and problem-solving. This position offers the chance to work from home, providing flexibility while you engage with customers and help resolve their needs. With a commitment to quality and a supportive team environment, you'll be empowered to innovate and excel in your role. If you're passionate about delivering outstanding customer experiences, this is the perfect opportunity for you.

Qualifications

• 1+ years of experience in high-volume call center environments.
• Strong verbal, written, and interpersonal communication skills.

Responsibilities

• Manage inbound and outbound calls while ensuring customer satisfaction.
• Document customer interactions and follow company policies.

Skills

Customer support experience

Strong communication skills

Active listening

Ability to multitask

Problem-solving

Typing proficiency

Flexibility with scheduling

Bilingual (English and French)

Tools

Windows 10

Microsoft Office

Automatic dialer

Job description

Job Category: Operations

Requisition Number: BILIN001194

Posted: January 23, 2025

Job Type: Full Time – Work from Home

Hours: Varies 7 AM to 10 PM Mon-SUN

Salary: $19.50 Hourly

Location: Remote

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

Summary of Position:

We are looking for remote customer-oriented service representatives who provide high-level customer service solutions to all customers/clients on a daily basis. Answer all incoming calls and make outgoing calls specific to each program or project you are assigned, using the tools provided by AnswerNet and the client to properly document all customer interactions, while maintaining a sense of integrity regarding both the company and the customer while adhering to all company policies and procedures.

Job Duties / Responsibilities / Essential Functions:

1. Manage large amounts of inbound calls and make consistent outbound calls.
2. Identify and assess customers’ needs to achieve satisfaction.
3. Provide accurate, valid, and complete information by using the right methods/tools.
4. Meet personal/customer service team sales targets and call handling quotas.
5. Handle customer complaints, and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
6. Keep records of customer interactions, process customer accounts, and file documents.
7. Follow communication procedures, guidelines, and policies.
8. Take the extra mile to engage customers.

Required Knowledge / Skills / Abilities / Qualifications:

1. Proven customer support experience or experience as a client service representative.
2. Track record of over-achieving quota.
3. Strong phone contact handling skills and active listening.
4. Customer orientation and ability to adapt/respond to different types of characters.
5. Must be a strong communicator: strong verbal, written, and interpersonal communication skills.
6. Ability to multitask, prioritize, and manage time effectively.
7. Proficient in typing.
8. Must be a peer leader: exemplary attendance, positive attitude, professional conduct and high-level customer service skills.
9. Solution-oriented CSR: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience.
10. Computer Skills: familiarity with Windows, and Microsoft Office, and the ability to quickly learn new software with provided training.
11. Flexibility with scheduling and work hours.
12. Driven by Success: they want to constantly innovate and push themselves, and your team, to be the best in the industry.
13. At least one year of previous high-volume call center experience.
14. Experience working with an automatic dialer.
15. MUST BE COMPUTER LITERATE.
16. Pleasant phone demeanor.
17. Experience in BOTH inbound and outbound environments.
18. Must be able to speak, read, and write in English and French.

WAH Requirements:

1. PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible).
2. Hard-wired high-speed internet connection (ethernet cable).
3. USB-connected Headset.
4. Webcam.
5. A quiet dedicated place to work free from distractions including pets and children.