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BILINGUAL CSR
DUTIES Answer inbound calls from residential customers across Canada. The calls include general inquiries, requests for deliveries, and confirmation of receipt of payments.
QUALIFICATIONS · 2 years previous call centre customer service experience · Exceptional computer skills in MS Word, Excel and Outlook · Minimum typing speed of 40 wpm · Excellent communication skills in both French and English (written and spoken) · Preference given to candidates having completed a post secondary education (for advancement opportunities)
KEY SKILLS · Excellent organizational skills · Ability to function comfortably in a fast paced and challenging environment · Aptitude to learn quickly
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Worth in the Workplace |
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Worth Personnel Group |
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Worth in the Workplace |
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CALL CENTRE SUPERVISOR
We are currently looking for a Call Centre Supervisor for our Mississauga client. DUTIES · Directly supervises a team of call center agents · Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management · Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed · Manages service levels based on client contract agreements · Participates in the interviewing process and makes hiring recommendations · Improves customer satisfaction and call quality by monitoring and giving feedback · Increases effectiveness of call monitoring by calibrating with the quality department · Control cost by managing staff to budgeted headcount and adjusting as volume dictates · Utilizes reporting to manage improvements in individual, team and queue performance · Manages change through effective communication support of change · Accepts change by demonstrating a positive attitude when change occurs · Takes calls and handles escalated customer issues as needed · Supports the call center by participating in cross-functional meetings to give input on improvement opportunities · Supports and communicates business goals, quality standards, processes and procedures and policies · Administers motivational programs that include incentives, contests and team performance programs
REQUIREMENTS · 3+ years previous supervisory experience required (call centre preferred) · At least one year of consumer collections/customer service experience · Demonstrated ability to lead, coach and develop effective teams; conflict resolution · Results oriented with ability to mange change while creating a positive environment · Project management experience a plus · Proficiency in Microsoft Office, call centre applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies · Outsourcing experience a plus · Flexibility to work irregular hour · Excellent communication skills, written and oral
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CUSTOMER SERVICE REPRESENTATIVE
JOB SUMMARY The customer service representative will interact with customers on a daily basis, promptly responding to all inquiries in a courteous and efficient manner. The incumbent will encourage the sale of company products at every opportunity Will apply exemplary customer relation skills that promote a superior company image.
MAJOR DUTIES Key customer service related duties such as order entry, order taking, handling customer inquiries, ordering supplies, invoicing, issuing credits and general office maintenance.
Order Entry · Enters jobs into DVI system with accuracy and attention to detail. · Able to problem solve and trouble shoot jobs that require special editing. · Accurately edit and transmit orders. · Notify customers of missing information, problems with orders, back orders, makes recommendations
Order Taking · Accurately transcribe orders received over the telephone · Able to recognize potential up-selling opportunities or potential problems with the orders and provide customers with appropriate recommendations of products.
Handling Customer Inquiries · Able to react to emails, phone calls and fax inquiries in a timely and courteous manner. · Excellent problem solving abilities is required to diagnose, respond and document both the issue and the resolution. · Continuous learning is required to gain knowledge of both company and industry related products and services in order to respond accurately to inquiries.
Invoicing and Issuing Credits · Invoice customer orders using accuracy and efficiency to ensure proper pricing. · Problem solve credits, must use logic to determine whether credits are to be issued or denied.
Order Supplies and Office Maintenance · Order supplies as requested by customers and sales representatives, and routinely follow up on orders to ensure the parties receive their items · Ensure consistent filing of important documents · Facilitate in the general maintenance of department by keeping work area tidy, keeping jobs organized, and ensuring adequate supplies are on hand. · Perform other duties and responsibilities as assigned.
REQUIREMENTS · Good command of the English language (oral and written) · Ability to multi-task · Solid knowledge of Word and Excel · Ability to multi-task and work in a timely, accurate and efficient manner especially during times of high volume. · Able to work in a team or independently in both a static or dynamic work environment. · Comfortable calling customers and providing solutions to their problems. · Second language an asset.
EDUCATION · Must be a high school graduate; college diploma or university degree is preferred. · Computer and customer service related education are considered assets |
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BILINGUAL CUSTOMER SERVICE REP (Markham)
· Will be responsible to contact existing clients to service replenishment requirements. · Will obtain details regarding orders over the telephone and enter information process on a client information database (Oracle) · Will process credit card payments · Will be responsible for Inbound and Outbound call (no sales) · Must be able to build long term relationships with client portfolio · Proficient with Word, Excel, Outlook · Faxes, Emails · Must have excellent English communication skills · Very detail oriented, with low error rate |
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ORDER MANAGEMENT SUPERVISOR
Reporting to the Manager of Customer Service and Credit, the role of the Order Management Supervisor is pivotal in the overall success and performance of the Customer Service team. In this role, you will be accountable to ensure that every member of your team provides excellent customer care and in doing so, projects professionalism to both our internal and external customers.
PRINCIPLE DUTIES · Managing the Customer Service team by delegating tasks, coaching and mentoring performance, identifying and addressing individual training and development needs. · Evaluating, monitoring and improving the existing order management processes in order to maximize departmental and organizational effectiveness. · Setting of measurable goals, objectives and metrics for team and department performance. · Perform customer service representative duties as required within the department.
KNOWLEDGE, SKILLS AND ABILITIES · Experience managing order management processes and systems · Analytical skills with process reengineering / implementation experience · Experience in establishing statistics/ metrics and managing software · People management experience with proven ability to motivate and lead a team · Strong talent assessment, coaching and performance management experience · Strong ability in managing people during change and periods of transition · Proven ability to build credibility and trusting relationships with colleagues and others at all levels · Strong Judgment skills with the ability to make business decisions · Strong time management, organizational and planning skills · Interpersonal and delegation skills · Good spoken and written communication skills · Proven track record with accountability and meeting expectations · The ability to set priories of one’s own work as well as the work of others on the team · The ability to remain calm and composed under conflict or pressure · Accuracy and detail orientation with record keeping and documentation · A minimum of 7 years of experience managing a department of at least five people · Computer software skills, MS Office and other relevant in-house systems · Logistic experience with an understanding of routing guides, non compliance issues is preferred. · Work involves the use of standard office equipment, PC, telephone, fax machine, photo copier On occasion may be required to participate in trade shows and interact with corporate clients. |
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CUSTOMER SERVICE AND CALL CENTRE POSITIONS Details of positions listed below
Order Management Supervisor Call Centre Supervisor Customer Service Representative Bilingual CSR—Markham Bilingual Customer Service Rep |
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Please submit your resume (in Word format) as an attachment, with the title of the position in the subject line to resumes@worthpersonnel.com. We ask you to provide your salary expectations in the body of your email.
We thank all candidates for their interest, however are only able to reply to those qualified for the opportunity. |