Call Centre Customer Service - Head Office (Advanced) - Bilingual (64740-1)

Location: Toronto, Ontario
Date Posted: 11-10-2017
Job Description : Call Centre Customer Service – Head Office Advanced  – Bilingual
Mandate for Customer Contact Representative (Bilingual)

What is the opportunity?
In this role, you will professionally interact with all internal/external parties including clients/Advisors/Investors who contact the Customer Contact Centre. You will assist clients that require additional support services offered by client Investor Services. To be successful in this role, you must have professional level bilingual language skills in French and English, to be able to service clients in both languages.

What will you do?
Primarily responsible for professionally answering all incoming calls from Clients/Advisor/Investors of the Customer Contact Centre, providing professionalism and composure when dealing with all Clients
Perform all required responsibilities as a representative of the Contact Centre
Front facing with internal departments and internal/external Clients
Participate in monthly Self/Peer Call Coaching Evaluations
Daily/Monthly reporting to Management relating to self/team metrics
Work with Team/Supervisor to provide and produce above average Quality+ and SLS statistics
Escalate problematic issues to Management

What do you need to succeed?

Must-have

Mutual Fund and Call Centre/client service experience
Strong English and French communication skills (both written and verbal)
Strong client service skills
An ability to work a rotating shift schedule, to meet the business demands of the call centre which is open from
8am to 8pm, Monday through Friday

Nice-to-have

IFIC (Mutual Funds) Operations course for CSC (Canadian Securities Course) in progress or completed
or
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