Offer summary

Qualifications:

Fluent in French and English with excellent verbal and written communication skills., High School Diploma or equivalent required., At least 6 months of customer interaction experience, including chat and social media platforms., Strong problem-solving skills and ability to work with multiple computer applications..

Key responsabilities:

Communicate with customers through inbound calls and chats to address their inquiries about services.

Identify customer needs through active listening and provide troubleshooting assistance.

Process refunds, explain charges, and guide customers through self-service options.

Create exceptional customer experiences by taking ownership of interactions and ensuring timely resolutions.

Job description

Job Description

Votre Impact: En tant que représentant bilingue du service a la clientèle, vous aurez la capacité de travailler dans un environnement collaboratif et engageant avec un seul objectif, ayant un impact positif sur la journée des gens! Nous vous formerons pour être un expert dans votre domaine, afin que vous puissiez offrir, en toute confiance, une expérience client incroyable.

So, what does a day in life of a Customer Care Representative look like?

Communicate with customers through inbound calls and chats that have questions about services available to them. This covers a wide spectrum of services such as online ticket transactions, account set ups, trip planning, service disruptions, fare and station and policy information.
Identify customer needs through active listening to answer questions, assist with troubleshooting and make recommendations based on the customers need.
Process refunds, explain charges and help customers to navigate self-service options.
Take a consultative approach with customers who are experiencing issues or have questions by owning the issue and resolution.
Use multiple computer applications to research products, services, common problems and solutions offered.
Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service.
Regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators.

Why choose us?

HGS est un leader mondial de la gestion de l'expérience client. Avec plus de 20 000 employés répartis dans 10 pays, notre but est de rendre nos clients plus compétitifs en offrant des expériences client exceptionnelles. Guidée par une philosophie « axée sur les personnes “, venez savourez l’expérience de travailler avec centaines de grandes marque mondiales. HGS est l’endroit idéal pour développer votre avenir.

Salaire 20.00$/hr avec opportunités potentielles d'heures supplémentaire
Les meilleurs avantages médicaux, dentaires et optiques
Programmes d'aide aux employés
Options d'horaires flexibles
Avancement de carrière au sein d'une organisation en pleine croissance
Environnement axé sur les personnes où vous établirez des liens et des amitiés pour la vie

What We Are Looking For

So what really makes a great Customer Service Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this role! To be successful, you’ll need these qualities

Requirements

You must be physically able to work in Waterloo, ON office and live within 45 minutes (commuting distance)
You’re at least 18 years of age
You have a High School Diploma or equivalent
You are fluent in French and English
You have excellent verbal communication skills which includes speaking clearly, enunciating and asking follow up questions
You have excellent written communication skills which includes full sentences with proper grammar punctuation
You can work between the hours of 6:00 AM to 10:00 PM EST but have some flexibility as business needs may change
You have at least 6 months of customer interaction experience and you understand the value of coaching / feedback
You have at least 6 months of chat experience including messaging applications or online chat platforms
You have experience with social media platforms for example (Instagram, Twitter, Tik Tok)
You have experience writing emails
You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
You’re computer savvy, comfortable sitting at a desk and working with multiple computer applications and screens
You’re results oriented and comfortable providing customers with recommendations and solutions
You have excellent time management skills and a reliable attendance history

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.

Required profile