Bilingual Customer Service Representative - Call Centre

We are hiring for a Bilingual Customer Service Representative for our leading logistics client in Brampton, ON. In this role you will be responsible for building and maintaining strong client relationship and delivering excellent customer service. This job required strong Communication, Phone Etiquettes, Online Chat skills, Typing Skills, Administrative, Coordination, Computer and attention to detail skills. Previous experience within transportation industry and/or call center environment is highly preferred.

This is a full-time role that requires working 3 days onsite, Tuesday to Thursday at their Brampton office and remotely on Mondays and Fridays .

Respond to incoming calls and make outbound calls to ensure customer retention and satisfaction; manage and address customer concerns and questions pertaining to deliveries, traces, claims and invoicing; provide customers and internal groups with effective and efficient customer service support; proactively manage and resolve daily customer/client satisfaction issues

MAJOR RESPONSIBILITIES:

  • Respond in a timely and professional manner to internal and external customer inquiries and escalations
  • Provide rates and transit times
  • Provide shipment updates and initiate trace on anything over transit
  • Track and trace duties as assigned and required to follow tracing processes
  • Answer inbound calls and place outbound calls to customers while adhering to policies and procedures
  • Address customer complaints and respond to difficult inquiries
  • Approve and process credit requests
  • Communicate daily with Branch Management, Sales and Customer Service to address customer concerns and provide follow up as required
  • Process new accounts and update customer information as required
  • Other duties as assigned

PERFORMANCE STANDARDS:

  • Must answer a minimum 80 calls interactions per day
  • % Time on clerical work not to exceed 5%
  • 100% accuracy on account code entries
  • 100% quality assurance standard

MINIMUM QUALIFICATIONS:

  • Fluent verbal and written communication in both English and French languages
  • At least 1 year of call center work experience
  • Minimum 40 Words Per Minute typing speed, subject to test
  • Available to work in alternate shifts between 9:00 am to 9:00 pm
  • Prioritize tasks in a fast-paced environment and manage deadlines
  • At least 2 years of strong experience in customer service roles
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
  • Strong verbal and written communication skills in both English and French
  • Ability to provide professional error-free correspondence
  • Excellent attention to detail and problem-solving abilities
  • Ability to remain calm and patient under pressure
  • Ability to multi-task and handle multiple customer interactions
  • Strong organization skills to track client needs and follow up proactively
  • Adaptability and flexibility to meet the dynamic demands of various clients
  • Must be legally eligible to work full-time
  • A clear criminal check

Schedule (Mon-Fri)

  • Hybrid,
  • Onsite every Tuesday to Thursday required
  • Monday and Friday working remotely
  • Shift would be any time between 9:00 am to 9:00 pm, Monday to Friday

Location

  • Hybrid with onsite in Brampton, ON

Pay

  • $24.00 per hour

Previous experience in Customer Service, Bilingual Jobs, Bilingual Customer Service, Bilingual Customer Support, Bilingual Customer Service Representative, Bilingual Customer Support Representative, Bilingual Customer Service Associate, Bilingual Customer Service Agent, Administrative Assistant, Operations Assistant, Call Center Agent, Customer Support, Customer Service Representative, Customer Service Officer, Call Center, Call Center Jobs, Transportation, Transportation coordinator, Logistics Clerk, Transportation Clerk, Customer service agent, Customer service officer, Logistics Admin, Administrative, office jobs, office clerk, supply chain coordinator, logistics clerk, logistics assistant, call center agent, call center representative, call center jobs, etc. will be an asset

Job Type: Full-time

Pay: $24.00 per hour

Ability to commute/relocate:

  • Brampton, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

  • Do you have experience working in call centre environment?
  • Are you able to work onsite all 3 days, Tuesday to Thursday in Brampton, ON?
  • Are you able to work in shift any time between 9:00 am to 9:00 pm, Monday to Friday?

Experience:

  • Customer service: 1 year (required)
  • Customer support: 1 year (required)
  • Call center: 1 year (required)
  • Live chat: 1 year (preferred)
  • Logistics: 1 year (preferred)

Language:

  • French (required)

Licence/Certification:

  • Driving Licence (preferred)

Work Location: In person

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