Bilingual Customer Advisor (chat & phone)
• Correspond with customers primarily over chat and phone, you will pivot between the two as required
o CA handles more general customer service calls: need people good up upselling and listen to needs/good customer service & need to be good at typing in English and French – may be talking to 3 or 4 people at a time
• Provide professional and knowledgeable service while delivering an exceptional customer experience
• Establish strong customer relations with both internal and external customers
• Educate customers in realizing the full benefit of their Shaw products and services
• Promote products and services through identifying customer needs
• Seek out opportunities for additional sales to increase revenue with existing customers
• Verify rates and codes to ensure accurate customer billing
• Ensure department and individual goals are consistently met
• Represent in a positive and professional manner
• Complete data input with a high level of speed and accuracy
Bilingual Customer Account Specialist (phone)
• Calls typically look like- a candidate who either wants to pay their bills, questions on their balance, and retention situations. They will be handling around 40 inbound calls per day. (11 minute calls, 4 per hour)
o CAS handles retention calls, so the communication part is important, to be able to build loyalty, overcome objections, escalated conversations, winning the customer over and finding solutions to keep them with us
o Loyalty and customer service – strictly phone
• Provide professional and knowledgeable service while delivering an exceptional customer experience
• Establish strong customer relations with both internal and external customers
• Educate customers in realizing the full benefit of their Shaw products and services
• Promote products and services through identifying customer needs
• Seek out opportunities to increase revenue by promoting our products and services
• Verify rates and codes to ensure accurate customer billing
• Ensure department and individual goals are consistently met
• Candidate will also have the chance to make bonus’ off commission
Skills:
Customer Service, ms office suite, bilingual, Call Centre, Tech savvy, Retail, Call center, Data entry, Inbound call, Customer care, Microsoft office, Customer support, Customer service call center, Customer service oriented
Top Skills Details:
Customer Service,ms office suite,bilingual
Additional Skills & Qualifications:
MUST HAVE
Excellent communication skills in both written/spoken English and French (must score 80%+ on bilingual SHL testing)
1 year of customer service experience
Technology skills – able to use CRM, multiple screens
Minimum 40 WPM for CA role (they do mostly chat function)
Ability to handle retention objections and upsell
Ability to work from home with a stable hard-wired internet connection
Ability to work all hours required
NICE TO HAVE
Previous retention/loyalty experience within telecommunications or other industry
Previous chat call center experience
Soft skills:
Passionate about customer service
Can work/resolve issues independently
Ability to problem-solve on their own
-Ability to multi-task and work under pressure/deadlines
À propos d’Aston Carter:
Veuillez noter : Des fraudeurs essaient de se faire passer pour des employés d’Aston Carter. Nous n’utiliserons jamais des services gratuits comme Gmail, Telegram ou WhatsApp pour communiquer avec vous et nouse ne vous demanderons jamais d’argent.
Aston Carter, une division d’Aerotek, est un fournisseur d’envergure mondiale de services de recrutement et de dotation de personnel pour les sociétés à la recherche de professionnels du milieu des affaires hautement spécialisés. Aerotek est une société en exploitation d’Allegis Group, un fournisseur multinational de solutions en matière de talent. Aston Carter s’engage fermement à offrir un service de premier ordre aux clients et aux professionnels du milieu des affaires dans un vaste éventail de disciplines, notamment la comptabilité, la finance, la gouvernance ainsi que la gestion du risque et de la conformité. Avec plus de 60 bureaux en Europe, Asie et Amérique du Nord, Aston Carter offre une expertise locale, régionale et mondiale pour répondre aux besoins uniques de ses clients. Reconnu “best of staffing” par nos clients et le talent que nous recrutons, Aston Carter s’engage à livrer un service hors pair a tous nos partenaires d’affaire.
About Aston Carter:
Please Note: Scammers are posing as Aston Carter. We’ll never contact you via Gmail, Telegram, or WhatsApp and we’ll never solicit money from you.
Aston Carter is a distinguished global provider of recruitment and staffing services to companies requiring highly specialized business professionals. As a Best of Staffing® Client and Talent leader, Aston Carter has an unrivaled commitment to delivering first class service to clients and business professionals across a variety of disciplines, including Accounting and Finance as well as Governance, Risk and Compliance. With more than 60 offices across Europe, Asia Pacific and North America, Aston Carter provides local, regional and global expertise to drive value and meet our customers’ unique needs. Aston Carter is a division of Aerotek. Aerotek is an operating company of Allegis Group, a global talent solutions provider.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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