Bilingual Mortgage Fulfilment Officer at Manulife Bank verifying residential mortgage applications and preparing mortgage - related transactions. Collaborate with internal partners and ensure customer service standards are met.
About the role
- Customer Service Agent at FLO, handling B2B and B2C client inquiries regarding electric vehicle charging. Collaborating with internal teams and ensuring high-quality service delivery.
Responsibilities
- Respond to calls and emails from users, administrative contacts, and electric vehicle charging station owners, providing professional and courteous service.
- Perform high-level diagnostics and resolve level 1 troubleshooting incidents within prescribed timeframes and in accordance with company quality standards.
- Escalate unresolved issues or complaints according to established processes to ensure effective follow-up.
- Work closely with various stakeholders and internal teams to stay informed of new products, services, and procedures.
- Pre-qualify B2B leads and assign them to the sales team to contribute to the organization’s growth.
- Participate in any tasks or projects related to improving the customer experience and collaborate with relevant stakeholders.
Requirements
- Postsecondary education in a relevant field;
- Minimum two years of experience in a customer service–related role;
- Excellent verbal and written communication in French and English — English is required as we serve customers across North America;
- Proficiency with Microsoft Office applications and comfort working in a highly computerized environment;
- Ability to perform level 1 diagnostics and navigate various technology tools effectively.
- Strong stress management skills and ability to thrive in a fast-paced environment;
- Initiative and autonomy;
- Strong teamwork and collaboration skills;
- Customer-oriented approach and strong service mindset;
- Ability to manage multiple requests simultaneously with rigor and professionalism.
Benefits
- Group RRSP: Employer contribution up to 2%. Save for the future.
- Welcome Days: 5 days to start at FLO. Get your first year off to a strong start.
- Recharge Days: 5 days off to take care of yourself and your family.
- Summer Fridays: Afternoons off. Enjoy the sunshine.
- Telemedicine: Easy access. Quick care for the whole family.
- Enhanced Vacation: Additional time off based on recognized experience.
- EV Benefits: Home charging station provided. Drive green.
- Friends Discount: Share the benefits of FLO. Help grow the network.
- Insurance: Comprehensive coverage. Peace of mind.
- Culture: Humanity and hands-on leadership. We grow together.
- Parental Leave: 5 days in addition to RQAP. For your family.
- JEDI: Justice, Equity, Diversity, Inclusion. A program that brings our teams together.
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