Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is seeking a Bilingual Financial Customer Service Representative to join their team. In this role, you will serve as a trusted Brand Ambassador, assisting customers in both English and French while providing exceptional service and creating meaningful customer experiences.
Responsibilities
- Answer incoming telephone inquiries in accordance with Call Center guidelines
- Follow up on escalated calls, as required
- Submit fulfillments or research cases for callers’ inquiries if applicable
- Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries
- Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders
- Ensure compliance with policies and procedures and regulatory requirements
- Maintain a professional tone and positive attitude to callers
- Responsible for answering calls for a baseline of 7 hours daily
- A self-starter and takes initiative to take on new projects and additional responsibilities
- Other duties and responsibilities as assigned
Skills
- Fluent in English; Bilingual (French) is required
- Interactive customer service environment required
- Strong and developed oral and written communication skills, including typing, spelling, and grammar
- Demonstrated ability to implement change efforts
- Ability to learn new skills/concepts and apply this knowledge quickly and accurately
- Advanced knowledge of PCs and familiarity with system navigation
- Positive attitude and demonstrated ability to get along with others
- Professional, empathetic, and naturally caring conversational style
- Display tact and diplomacy in handling all levels of customer interaction
- Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice
- Ability to work all required shifts
- Demonstrated passion for customer satisfaction excellence and prior experience is an asset
- Related experience in the food and/or retail industry considered an asset
Company Overview
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