Bilingual Customer Service Representative

Job Description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

What sets us apart from other employers?

• We offer a $19.23 per hour starting wage and a $1000 signing bonus!

• $4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls!

• We offer our employees fast-tracked opportunities for growth; many of our new hires are provided with advancement opportunities within 6 – 12 months after starting with Accenture.

• Accenture has also been ranked a Canada Top Employer for 13 consecutive years.

What can you expect from us?

• Competitive hourly rate ($19.23 base to start)

• Language premiums of $4/hour for bilingual customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the bilingual queues.

• Sign on bonus of $1000

• We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!) after 6 to 12 months of strong performance

• Full-time positions scheduled up to 44 hours per week. Typically shifts are not lowered below 35 hours per week unless on a voluntary basis.

• Annual merit increases based on performance

• Recognition for individual efforts

• Spacious workstations with updated technology platforms and equipment

• Supportive environment to assist with individual success

• Opportunities for continued self-development with access to extension online courses

• Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire

• Extensive post-training coaching and support for up to 3 months

• A sense of community! We pride ourselves on our inclusive, open, and engaging work environment

• Opportunity to give back to the community supporting local causes and volunteer efforts.

• NOC Code: 64409 (Teer Category 4)

What would your day-to-day look like?

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.

• Develops and maintains knowledge of customer and customer specific business environment.

• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements.

• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training.

• Shares information required for the team to be successful.

• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings.

• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.

• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.

• May promote client products and services by suggesting additional or alternative products to meet customer's needs.

• May perform follow upon incidents with customer to ensure customer satisfaction.

• May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.

• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.

• May take accountability for effectively handling senior level escalations or customer complaints received via various sources.

• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.

• May complete and resolve non-call customer contact requests received by mail, web or email.

• May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues.

• May manage the team by resource planning in order to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets.

• May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.

• Ensure proper documentation, notification, escalation, tracking and follow-up.

• Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution.

• Liaise with other support teams, or product teams.

• Provide functional and/or technical support.

• Complete all training (i.e. on processes, tools and on functional subject of support).

• Take direction and complete simple technical tasks