Customer Service Representative - Bilingual

Adecco is currently hiring for a Bilingual Customer Service Representative for our client in the Insurance Industry. The Bilingual Customer Service Representative must have 3 years’ experience in customer service and must speak French. The Bilingual Customer Service Representative role pays $19.00 and is a one-year contract.

Responsibilities:
• Answer inquiries either by telephone or electronically in a timely manner.
• Locate member record and perform member verifications.
• Obtain and evaluate all relevant data to handle complaints, comments, or inquiries.
• Assist to reset passwords for pension websites.
• Process administrative requests and applicable forms.
• Escalate unresolved problems to appropriate contact for resolution.
• Create service tickets and document case in detail.
• Maintain databases and close service tickets upon completion.
• Perform outbound and follow up calls where necessary.
• Report system malfunctions, process deficiencies, and customer feedback in order to improve the overall customer experience.
• Monitor outstanding issues, update call handling procedures, manage special projects, and train peers, as required.

Qualifications:
• At least 3 years of customer service experience, within a call centre environment is preferred.
• Knowledge of customer service principles and practices.
• Good data entry and typing skills.
• Proficient in using Microsoft Office (specifically MS Excel and Access) and Internet, with the ability to learn new software quickly.
• Bilingualism (English and French) is a must.
• General knowledge within the areas of registered pension plans, benefits, employee records, and other HR specialities is an asset.
• Post-secondary education is an asset.
Key Competencies:
• Strong customer focus with a professional attitude at all times.
• Active listening and effective communication skills - specifically, the ability to articulate complicated concepts into simple language for an average person to understand.
• Performs both independently and in a team environment.
• Quick learner and continuously strives to acquire and develop relevant knowledge.
• Adheres to process with good judgment.
• Ability to multitask and works on multiple projects simultaneously.
• Must demonstrate sensitivity towards confidential information.
• Problem solver who pays attention to details and accuracy.
• Flexible in working hours (no weekends or holidays), workloads, and types of project.
• Punctual and highly reliable

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