Bilingual contact center representative supporting TD banking customers with account inquiries and issue resolution. Delivering personalized service while recommending relevant financial products and services.
About the role
- Remote bilingual call centre representative selling Ontario Northland bus, train, and interline tickets. Providing fares, schedules, customer support, live chat, and social media assistance across Northern Ontario.
Responsibilities
- Sell ONTC bus/train and interline tickets over the phone
- Provide fare and schedule information for all services to the general public
- Perform daily audit functions to reconcile paperwork and daily sales
- Respond to customer enquiries via email, phone, live chat, social media, and other correspondence
- Respond to customer concerns and complaints
- Use Bus Parcel Express software to provide quotes over the phone
- Monitor and answer enquiries through social media platforms
- Communicate with Customer Service Sales Agents, Motor Coach Operators, and Control Centre
- Work within a 24/7 call centre operation with rotating day, evening, and night shifts
Requirements
- Secondary School Diploma or General Educational Diploma (GED)
- 2-3 years’ experience providing customer service in a fast-paced environment, preferably in a call centre setting
- Fluent in both official languages (English and French)
- Must pass a French language proficiency test
- Ability to work shifts, weekends, and holidays
- Ability to work independently at home with a secure, quiet workspace and closing door
- Dedicated internet bandwidth of at least 10 Mbps download and 1 Mbps upload, capable of supporting excellent call quality and high-speed response
- Strong computer skills and experience using Windows-based applications
- Excellent oral and written communication skills
- Previous experience dealing with reconciliation for multiple transactions
- Working knowledge of media platforms such as Facebook and Twitter
- Flexibility to adapt to changing schedules
- Working knowledge of Accessibility Regulations (AODA)
- Commitment to health and safety
- Must pass criminal record check, employment references, and education verification
Benefits
- Competitive salary
- Excellent benefit package
- Defined benefit pension plan
- Paid vacation
- Paid personal leave days
- Discounted transportation on bus and passenger rail services
- Accommodation for applicants with disabilities throughout the recruitment process
- Barrier-free employment accommodations
- Employment equity commitment
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