[Remote] Bilingual Customer Service Representative (English/French)

Note: The job is a remote job and is open to candidates in USA. Serefin Experiences is a young and energetic company delivering exceptional client service. They are seeking a Bilingual Customer Service Representative who will serve as the first point of contact for customers’ inquiries through various communication channels, providing accurate and timely responses while adhering to internal call quality standards.ResponsibilitiesMaintain schedule adherence including start time, breaks and mealtimeRead the latest emails, messages and agent alerts for any important updatesTake calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understandingEnsure personal adherence to own internal call quality standards/QA scores and KPI requirementsParticipate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessionsEngage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every timeAs time permits, work on other duties assigned such as making follow-up calls or working on a special projectWhen possible, participate in team building games and activitiesHandle incoming omnichannel customer interactions through meaningful exchanges to understand their needs and accurately addressing questions, issues, complaints and inquiries relating to client services and/or products in a positive, supportive and timely mannerEffectively document and annotate client interactions, process and/or modify appointment transactions and assist with navigational questionsSecurely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standardsCollaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledgeCross sell products and/or services during calls where applicableBe responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherenceParticipate in special projects related to client requestsOther duties as may be assignedSkills1+ years experience in a contact centre would be an asset, not required1+ years proven customer service experience in any industry preferredComputer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applicationsProficiently bilingual, spoken and written - English/FrenchCalm, positive, pleasant and empathic demeanourMust successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performanceExcellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse settingDetail-oriented and focusedTelesales experience an assetPrevious experience with Five9, Verint and Saleforce software an assetVaried shifts, flexible full-time schedule available, including weekendsCompany OverviewSerefin humanizes client experiences in healthcare, contact centres, EAP, travel, and rewards programs. It was founded in 2010, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is https://www.serefin.com.



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