Bilingual Customer Service - Work @ Home
Bureau en Gros - Laval, QC

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Exciting work @ home opportunity to take inbound calls for Bureau en Gros!

The Claims Representative will be responsible for providing a front line, direct contact with internal and external customers when they have a claim against their policy. The Claims Representative will first determine if the claim is valid, then gather detailed information about the plan coverage and provide customers with the details on their claim or settlement ensuring a satisfactory outcome. This is done primarily through inbound calls and may require some outbound calls for information gathering follow-ups. This position generally requires detailed notes to be inputted into a computerized system for tracking, information gathering and items raised by the customers

Depending on the claim, examining covered loss by studying provisions of the plan; study documentation submitted; assemble additional information as required from outside sources; evaluate and resolve the more simple claims. The Claims Representative will always be assessing the need for providing information or education to the customer.

Primary Responsibilities

Responsible for taking inbound calls with initial reporting of a claim by the internal and external customers.
Collect detailed information about the claim and enter into the AS400 system.
Use computerized system or other tools provided for tracking, information gathering and issues or concerns raised by the customer.
Assist the customer in moving through the claims process, and assess the need for providing information or education to the customer.
Determine claim eligibility by studying the extended service plan coverage and the terms and conditions; study any documentation submitted; assemble additional information as required from outside sources and then enter details into the AS400 system.
Provide exceptional customer support and moderate technical issue resolution via phone, email and other electronic media by investigating and assisting to diagnose and/or attempt to resolve technical hardware and/or software issues
Initiate and review any escalations with the Claims Administrators and/or Team Manager to expedite resolution and closure of customer issues. Respond to all customer follow-ups in a timely manner.
Answer inquiries, resolves problems, and contact customers to investigate and resolve customer concerns.
Liaison with the Staples Repair Depots, Stores and 3rd Party Repair Vendors to ensure complete customer service excellence.
Work closely with the Claims Administrators to resolve complicated issues, and provide satisfactory resolution with the customer.
Generally works in one functional area but may rotate areas for familiarization with the business functions.
Must have an in-depth understanding of all extended service plan coverage and extended service plan processes and procedures within the department and externally.
Maintain a high level of personal standards and conduct, in accordance with company policies and procedures.
Other duties as required by management
Must be available to work flexible shifts (including evenings, weekends, and holidays) throughout our business hours of operation. Although subject to change, our current hours of operation are Monday to Friday from 8:00am to 8:00pm and Saturday: 9:00am to 5:00pm

Basic Qualifications

Must be able to identify and meet the needs of customers by building positive customer relationships and providing value in ways that increase customer satisfaction and loyalty
Strong sense of professionalism with dealing with all internal and external customers
Adapts positively to changes and maintains focus and flexibility when encountering difficulties or obstacles
Professional telephone, excellent interpersonal and communication skills
Team player and the ability to work with minimal supervision
Takes initiative to be proactive at resolving customer issues with a positive outcome
Successful completion of high school diploma or equivalent
Some post secondary education an asset
Bilingual in French and English
1-2 years experience in a customer service capacity, focusing on customer service excellence
Proficient and accurate typing skills – min. 35 wpm
Excellent computer skills including MS Office, Outlook, AS/400, any service related ticketing software.


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