Bilingual Customer Service Representative (3 Month Contract)
Maritz Canada - Mississauga, ON

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The purpose of this position is to manage all work undertaken to meet the member support requirements (e.g., management of Member contacts through various media, including phones, emails, and social media forums) of client programs, to support the Team Leads with reporting to the client teams regarding client/member trends and issues, and to ensure the team’s Balanced Scorecard targets are being met. This position reports to the Supervisor, Member Contact Services.

As our Bilingual Customer Service Representative, you will:

  • Manage all phone inquiries, aligned with our clients’ brand, and within our agreed upon Service Level Agreements
  • Champion Member Experience Guiding Principles in all interactions
  • Ensure timely escalation of issues to enhance Member issue resolution and overall experience
  • Provide guidance and support to team members in the resolution of Client and Member escalations as required
  • Develop and maintain knowledge in Member Contact Services Standard Offerings
  • Execute phone communications in accordance with Member Contact Services Standard Offerings and client requirements
  • Provide online support when email/social media volumes warrant it
  • Provide backup support to the Team Leads in managing the Client Call Centre
  • Identify program/member issues, trends, and opportunities and make recommendations for improvement to the Member Services Management Team
  • Champion continual improvement initiatives within Member Services and client offerings
  • Demonstrate an understanding of the end-to-end Member Services and Product Solutions processes
  • Actively participate in training and self-improvement activities
  • Support monthly Scorecard reporting and analysis
  • Focus on cost containment through minimized rework, goodwill errors, etc.
  • Demonstrate and promote attributes fundamental to success, in alignment with the Member Services vision and overall strategy
  • Support ongoing motivation, and recognition for all team members
  • Champion the Member Services and Member Contact Services brands internally and externally
  • Develop and sustain opportunities for MCS to engage with the organizational community
  • Manage Member support services quality and privacy activities in accordance with our Quality Management System (QMS) and PIPEDA
  • Identify, implement, and sustain continual improvement initiatives
  • Lead and/or participate in projects as required

As our Bilingual Customer Service Representative, you will:

  • Lead by example (are willing to jump in and help wherever needed)
  • Are a true team player, leading and following when required
  • Superior communication skills, primarily with verbal communications (bilingual in English and French)
  • Demonstrate initiative, flexibility, and problem-solving skills
  • Superior customer service skills (e.g., listening, accountability)
  • Can address competing priorities effectively to handle multiple tasks
  • Willingness to motivate and lead people and teams with successful results
  • Enjoy and have exceptional abilities to affect, enhance, or turn-around client and member experiences
  • Enjoy working with project teams and clients to consult on and create solutions collaboratively
  • Have experience with contact centre technologies, practices and methodologies
  • Have a strong attention to detail
  • Possess the ability and a strong desire to learn new information
  • Have a university degree or college diploma, or equivalent work experience
  • Possess a minimum of two years customer service experience in a contact centre, or similar environment
  • Embrace change, including new processes and technology
  • Are willing to work extended and/or various hours when required in order to meet client and program deadlines (i.e., shift work is required)

This is your opportunity to join an exceptional team who works hard, has fun and goes above and beyond each day to exceed our clients´ expectations with an entrepreneurial spirit and in a corporate culture that inspires innovation and teamwork.

If this describes your career goals, please apply online today through our career website:

Thank you for your interest in joining Maritz!

About this company
Bond Brand Loyalty, formerly Maritz Canada, has been practicing brand loyalty for over 100 years for the world’s most beloved brands. We...