Job Description:
Your Impact: As a Bilingual French and English Customer Service Advisor, you’ll have the ability to work in a collaborative and engaging environment with one goal, making a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer inquiries, identify the unique needs of each customer, match customers with products and services that meet their needs, exercise emotional intelligence, and improve the overall customer experience!
So, what does a day in life for a Customer Service Advisor look like?
Key Responsibilities:
- Communicate with customers through inbound calls, chats and emails that have questions about the products and services offered. Agents should be abreast with changing technology and procedures to be able to educate the customer of the value of the services provided, ways to optimize and maximize service usage and retain customer.
- Identify customer needs through active listening to answer questions, assist with troubleshooting, or make product recommendations based on the customers' needs.
- Troubleshoot and resolve product malfunctions that customers might have in a timely and effective manner using tools and techniques defined by the client.
Take a consultative approach with customers who are experiencing problems by owning the issue and resolution.
- Assisting with product information, registrations, warranties, returns, questions regarding the websites, and reviewing promotions
- Use multiple computer systems to research products, services, common problems and solutions offered Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time•
- Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
- Regular 1:1 coaching session with your supervisor to ensure you meet key performance indicators
What are we looking for?
So, what really makes a great Customer Service Advisor? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold, and want to work in a customer-centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this role!
Education & Experience
- You’re at least 18 years of age
- You must be physically able to work in the Waterloo, Ontario Office
- You have a High School Diploma or equivalent
- You have at least 6 months of customer service experience and you understand the value of coaching / feedback
- You have experience writing emails
- You have chat experience including messaging applications or online chat platforms
Skills & Abilities:
- You have excellent Canadian French and English communication skills, both oral and written. at a native C1 level.
- You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
- Demonstrate a caring, supportive and friendly nature in every interaction with the upmost confidence and urgency
- You’re results oriented and comfortable providing customers with recommendations and solutions• You have excellent time management skills
Working Conditions:
- You can work between the hours of 9:00 AM and 6:00 PM EST Monday through Sunday but have some flexibility as business needs may change
- You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
- You’re results oriented and comfortable providing customers with recommendations and solutions
- You have excellent time management skills
Why Choose Us?
HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving hundreds of the world’s leading brands, HGS is the perfect place to build your future!
Plus, working with HGS comes with benefits like:
- $24 hourly and overtime opportunities
- Best in class medical, dental, vision benefits
- Refer-A-Friend
- Employee assistance programs
- Flexible Schedule Options
- Career advancement in a fast-growing organization
- People focused environment where you’ll make lifetime connections and friendships
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and an interview. HGS may use automated tools or AI-assisted technologies to screen applications and assess qualifications. We use AI technologies as part of our recruitment process to help standardize screening, reduce potential human bias, and improve the accuracy and fairness of our assessments. All automated results are reviewed by human decision-makers. If you have questions or wish to request a human-only review of your application, please contact . Personal information is handled in accordance with applicable privacy laws
Job Type: Full-time
Pay: Up to $24.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
