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Représentant du service aux invités Bilingue - Travail de la maison

Cineplex

Role overview

Qualifications

  • Excellent oral and written proficiency in French and English
  • High school diploma (post-secondary education is an asset)
  • Proficiency in Microsoft Word, Excel, and Outlook
  • Own a personal computer and have a reliable high-speed internet connection

Responsibilities

  • Respond efficiently to guest inquiries across various communication channels (phone, email, chat)
  • Document guest feedback and inquiries through the ticket management system
  • Identify when to escalate issues to management for further support
  • Meet targeted timelines for responding to guest requests

Key facts

  • Remote from: Canada
  • Part time
  • French, English

Hard skills

Transitional Bilingual Education RemedyForce (Ticket Management Software) Call Center Experience Loyalty Programs Positive Psychology Organizational Structure

Other skills

  • Customer Service
  • Troubleshooting (Problem Solving)
  • Time Management
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Empathy
  • Professionalism

About the company

Cineplex logo

Cineplex

Cineplex (TSX:CGX) is a top-tier Canadian brand that operates in the Film Entertainment and Content, Amusement and Leisure, and Media sectors. A leading entertainment and media company, Cineplex welcomes millions of guests annually through its circuit of theatres and location based entertainment venues across the country. In addition to being Canada’s largest and most innovative film exhibitor, Cineplex also operates successful businesses in digital commerce (CineplexStore.com), food service, alternative programming (Cineplex Events), cinema media (Cineplex Media), digital place-based media (Cineplex Digital Media) and amusement solutions (Player One Amusement Group). Additionally, Cineplex operates Canada’s favourite destination for ‘Eats & Entertainment’ (The Rec Room) and entertainment complexes specially designed for teens and families (Playdium). Cineplex is a joint venture partner in SCENE, Canada’s largest entertainment loyalty program. Proudly recognized as having one of the country's Most Admired Corporate Cultures, Cineplex employs approximately 13,000 people in its offices across Canada and the United States. To learn more visit Cineplex.com or download the Cineplex App.

Company details

Company typeXLarge
Company size10001

Links

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Job description

City:

Montreal

What you will do:

Salaire : 19,35 $/heure + prime de bilinguisme applicable

Nos représentants bilingues du Service aux invités forment une équipe chaleureuse et enthousiaste, composée de personnes à l’écoute qui font preuve d’une grande empathie et d’un réel souci du service. Ils répondent efficacement aux questions, demandes et préoccupations des clients de manière professionnelle, que ce soit par téléphone, par courriel, sur les médias sociaux ou par clavardage.

Experts dans l’identification rapide des besoins des invités, ils sont habilités à offrir des solutions dès le premier contact afin d’assurer la satisfaction de la clientèle. Ils savent demeurer calmes dans les situations difficiles et reconnaissent quand une escalade vers un niveau de soutien supérieur est nécessaire.

À titre de représentant bilingue du Service aux invités, relevant du gestionnaire du Service aux invités, vous recevrez une formation en ligne complète et approfondie dans un environnement de travail collaboratif, stimulant et axé sur l’esprit d’équipe. Vous deviendrez la voix de nos invités. Vous consignerez les commentaires, demandes et préoccupations dans notre système de gestion des dossiers afin de permettre le partage de l’information avec les leaders de l’entreprise et l’amélioration continue de l’expérience offerte.

Grâce à des heures d’ouverture flexibles couvrant les jours, les fins de semaine, les soirées tardives et les jours fériés dans tous les fuseaux horaires du Canada, cet environnement de travail par quarts vous offre une grande flexibilité d’horaire, ainsi que la possibilité de travailler à domicile ou dans l’un de nos établissements Cineplex à travers le pays.

Dans un an, vous saurez que vous avez réussi lorsque vous serez en mesure de :

  • Répondre avec précision et professionnalisme à une variété de demandes des invités sur l’ensemble de nos canaux de communication (téléphone, courriel et clavardage).
  • Respecter de façon constante les délais ciblés pour répondre à nos invités.
  • Recevoir régulièrement des commentaires de la part des invités concernant la qualité et la rapidité du service offert.
  • Reconnaître les situations nécessitant l’intervention de votre gestionnaire afin d’obtenir le soutien requis pour résoudre un problème.

Qualifications

Ce dont vous avez besoin

  • Excellente maîtrise du français et de l’anglais, tant à l’oral qu’à l’écrit. La connaissance de l’anglais est essentielle puisque ce poste exige de soutenir et de communiquer avec des invités provenant de partout au Canada, notamment dans les régions anglophones.
  • Diplôme d’études secondaires (un certificat ou un diplôme d’études postsecondaires constitue un atout).
  • Maîtrise de Microsoft Word, Excel et Outlook.
  • Posséder un ordinateur personnel ainsi qu’une connexion Internet haute vitesse fiable.

Qui vous êtes

  • Vous avez une attitude positive et servez les autres avec compréhension, respect et bienveillance.
  • Vous réagissez aux situations difficiles de façon amicale, serviable et calme.
  • Vous faites preuve de professionnalisme, d’assiduité et d’une solide éthique de travail.
  • Vous êtes organisé et capable de gérer plusieurs tâches à la fois tout en respectant ou en dépassant les échéances.
  • Vous avez le désir d’apprendre et de vous développer.

Ce qui vous démarque

  • Expérience de travail dans un centre d’appels ou dans un environnement de centre d’appels à distance.
  • Expérience dans un cinéma ou connaissance des opérations d’un cinéma (un atout).
  • Expérience et/ou connaissance des programmes de fidélisation de la clientèle.
  • La maîtrise additionnelle dans langue supplémentaire est un atout.

Utilisation de l’IA
Nous utilisons des outils assistés par l’IA pour nous aider à examiner les candidatures et soutenir certaines étapes du processus de recrutement. Toutefois, chaque candidature est examinée par notre équipe des ressources humaines, et toutes les décisions d’embauche sont prises par des personnes, et non par l’IA.

Ce poste correspond à un besoin actuel et fait l’objet d’un recrutement actif afin de pourvoir un rôle existant au sein de l’organisation.

........................................

Wage: $19.35/hour + applicable bilingual premium

Our Bilingual Guest Service Representatives are a friendly and enthusiastic team of active listeners who communicate deep care and compassion as they efficiently respond to customer inquiries, requests, and service concerns in a professional manner, whether on the phone, over email, social media, or via chat. Expert at quickly diagnosing opportunities to offer information and empowered to deliver first-time solutions that result in satisfied customers, they are the calm in the face of the storm when needed and know when an escalation is the best action to take.

As a Bilingual Guest Service Representative reporting to the Guest Services manager, you’ll receive comprehensive, in-depth online training in a fun, team-focused, collaborative environment to be the voice of the Guest. You’ll document feedback, inquiries, and concerns through the ticket management system, ensuring information can be shared with business leaders to improve the experiences we provide. With flexible hours of operation covering days, weekends, late evenings and holidays across time zones from coast to coast, the shift-based working environment offers you a high degree of scheduling flexibility, and the opportunity to work from home or from one of our Cineplex locations across Canada.

A year from now, you’ll know you’ve been successful when:

  • Able to thoughtfully and accurately handle a variety of guest enquiries across all our channels (phone, email, chat)
  • Able to consistently meet our desired timelines to respond our guests
  • Receive consistently strong feedback from guests on quality and timeliness of service and support delivered
  • You know when to escalate to your managers when more support is required to help resolve issues

Qualifications

What You Need

  • Superb oral & written proficiency in English & French is required. Proficiency in English is essential, as this role requires supporting and communicating with guests from across Canada, including those in English-speaking regions.
  • High school diploma (a post-secondary certificate or diploma would be an asset)
  • Proficiency in Microsoft Word, Excel and Outlook.
  • Your own computer and a dependable, high speed internet connection

Who You Are

  • You have a positive attitude and serve others with understanding, respect, and care. 
  • You respond to challenging situations in a friendly, helpful, and calm manner
  • You are professional, with prompt attendance records and a reliable work ethic
  • You are organized, and can prioritize multiple tasks while meeting and/or exceeding deadlines
  • You’re willing to learn

What Sets You Apart

  • Experience working in a call center and/or remote call center environment
  • Experience working in a theatre or knowledge of theatre operations is an asset.
  • Experience and/or knowledge of working with consumer loyalty programs
  • Additional language proficiency is an asset.

Use of AI
We use AI-assisted tools to help us review applications and support parts of the recruitment process. However, every application is reviewed by our HR team, and all hiring decisions are made by our people, not by AI.

This position is a current vacancy and is being actively recruited to fill an existing role within the organization.

Inclusion & Diversity

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. 

Accessibility

We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at jobs@cineplex.com.

While we appreciate all interest, only those candidates selected for an interview will be contacted. 

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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