Bilingual Customer Service Representative

TEKsystems; Moncton; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A leading company is seeking a Bilingual Customer Service Representative to support clients via various communication channels. This full-time role offers a hybrid work model, focusing on exceptional service and client education in digital banking. Ideal candidates are fluent in English and another language, with a strong customer service background.

Qualifications

• 1 year of fast-paced call center or customer service experience.
• Fluent in English and Mandarin/Cantonese or English and French.

Responsibilities

• Handle 50-60 inbound calls per shift providing exceptional customer service.
• Assist clients with credit card inquiries and resolve concerns.
• Educate clients on digital banking tools.

Skills

Bilingual

Customer Service

Digital Literacy

Education

High School Diploma

Job description

We are looking for a Bilingual Customer Service Representative who will champion the Banks brand and support our clients across various communication channels including phone, email, chat, video, social media, and mobile. This is a full-time, shift-oriented role offering the flexibility to work from home on a hybrid model.

1. Handle 50-60 inbound calls per shift from existing clients, providing exceptional customer service and making each interaction outstanding.
2. Assist clients with questions or concerns regarding their credit cards, such as balance checks, limit adjustments, authorized users, and fraudulent transactions.
3. Respond empathetically to client inquiries, helping with banking solutions and resolving concerns at first contact.
4. Support team success by assisting colleagues and supporting team objectives.
5. Build and maintain relationships with partners to ensure cohesive teamwork.
6. Adhere to compliance routines, processes, and controls to manage risks and protect client and shareholder interests.
7. Educate clients on digital banking tools, including app navigation and online banking.
8. Lead with empathy, apologize for delays, and manage client expectations effectively.
9. Deliver excellent client experiences, fulfill immediate needs, and identify additional opportunities.
10. Specialize in credit card products, understanding interest calculations, transaction reviews, fraud detection, and benefits redemption.
11. Apply critical thinking to transactions and handle simple fraud requests.

Must Haves:

1. Fluent in English and Mandarin/Cantonese or English and French.
2. At least 1 year of fast-paced call center or customer service experience.
3. Digital literacy across devices (smartphones, tablets, laptops) with above-average keyboarding skills and internet navigation.
4. Experience working in a team and performance metrics environment.
5. Full availability Monday to Sunday, 12PM-1AM local time.
6. High school diploma or equivalent.

About TEKsystems:

We are partners in transformation, helping clients activate ideas and solutions in a new world of opportunities. With 80,000 employees, we serve over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As a leader in Full-Stack Technology Services and Talent Solutions, we work with innovative leaders to drive change. TEKsystems is part of Allegis Group.

We are an equal opportunity employer, considering all applications regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, or genetic information.