Bilingual contact center representative supporting TD customers through inbound and outbound banking calls. Providing advice, resolving inquiries, and meeting service and compliance goals.
About the role
- Remote call center representative handling inbound customer service, technical support, and sales interactions. Supporting MCI’s business process outsourcing and customer experience solutions.
Responsibilities
- Handle inbound customer service, help desk, and back-office processing interactions
- Support customer service, technical support, and customer sales interactions
- Interact with hundreds of customers each week across the country
- Listen to customers, understand their needs, and resolve customer issues
- Use systems and technology to complete account management tasks
- Recognize sales opportunities and use sales skills to upgrade products and services
- Explain and position products and processes for customers
- Escalate customer dissatisfaction appropriately to the managerial team
- Ensure first-call resolution through problem solving and effective call handling
- Represent recognizable brands professionally while delivering a best-in-class customer experience
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Ability to type swiftly and accurately at 20+ words per minute
- Basic knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook
- Basic understanding of the Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem solving, and negotiation
- Customer-service oriented, empathetic, responsive, patient, and conscientious
- Ability to multitask, stay focused, and self-manage
- Strong team orientation and customer focus
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships with team members and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a Level II background and/or security investigation with fingerprint
- Must be willing to submit to drug screening; does not apply in Canada
- Must complete a full application, screening questions, and a brief pre-employment test
Benefits
- Paid time off and paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Career growth and internal promotion opportunities
- Paid training
- Team-oriented, collaborative work environment
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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