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.
Responsibilities
- Maintain schedule adherence including start time, breaks and mealtime
- Read the latest emails, messages and agent alerts for any important updates
- Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding
- Ensure personal adherence to own internal call quality standards/QA scores and KPI requirements
- Participate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessions
- Engage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every time
- As time permits, work on other duties assigned such as making follow-up calls or working on a special project
- When possible, participate in team building games and activities
- Handle 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 manner
- Effectively document and annotate client interactions, process and/or modify appointment transactions and assist with navigational questions
- Securely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standards
- Collaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledge
- Cross sell products and/or services during calls where applicable
- Be responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherence
- Participate in special projects related to client requests
- Other duties as may be assigned
Skills
- 1+ years experience in a contact centre would be an asset, not required
- 1+ years proven customer service experience in any industry preferred
- Computer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applications
- Proficiently bilingual, spoken and written - English/French
- Calm, positive, pleasant and empathic demeanour
- Must 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 performance
- Excellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse setting
- Detail-oriented and focused
- Telesales experience an asset
- Previous experience with Five9, Verint and Saleforce software an asset
- Varied shifts, flexible full-time schedule available, including weekends
Company Overview
Serefin 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.