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Bilingual Customer Service Representative

Ontario - St. Catharines Job No. r00189913 Full-time - Hybrid

Job Description

Accenture Niagara is growing!

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

  • $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.

  • 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)

Job Description

 

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

The candidate is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that customer care needs are resolved in a timely fashion.

The role includes some or all of the following key responsibilities:

  • Sense of achievement providing excellent customer service in an inbound customer contact environment

  • Fulfilling work satisfying customer expectations in a way that also complies with best practices

  • Demonstrating empathy by listening attentively to customer concerns

  • Maintaining high customer satisfaction ratings and service level agreements

  • Build relationships with new and existing customers in onboarding, adopting and expanding their usage of products

  • Troubleshoot and route issues to appropriate teams for resolution.

  • Perform interactions of inbound and outbound activities to customers on new, renewal or expansion opportunities.

Qualifications

Basic Qualifications

  • 1 year of experience in Customer Service

  • Previous experience using online systems

  • Fluent in both French and English

  • High School Diploma or Equivalent

  • Eligibility for Reliability Security Clearance


Professional Skill Requirements

  • Proven success in contributing to a team oriented environment.

  • High quality verbal communication skills

  • Ability to plan and use time effectively

  • Ability to work independently and as part of a team

  • High level of flexibility

  • Excellent verbal and written communication skills

  • Excellent Soft Skills

  • Client focused with a passion for Customer Service

  • Demonstrated leadership in professional setting either military or civilian

  • Demonstrated team work and collaboration in a professional setting either military or civilian

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