Bilingual Customer Service Representative (French/English) - Remote

About the Role

Your impact: As a Customer Relations Associate, you will have the ability to work in a collaborative and engaging environment with a single objective, making a positive impact on people's day! We will train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You will respond, in English and French, to customer billing inquiries, identify each customer's unique needs, respond to concerns, take payments, and use emotional intelligence to enhance the customer experience!

A Day in the Life of a Customer Service Representative

• Communicate with customers via inbound calls related to billing, payments, existing and new services, promotional offers, and upgrading/downgrading services.
• Identify customer needs through active listening to answer questions, assist with troubleshooting, or make product recommendations based on customer needs.
• Adopt a consultative approach with customers experiencing issues with their service by taking ownership of the problem and resolution.
• Utilize multiple computer systems to research products, services, common issues, and available solutions.
• Document customer needs, interactions, and outcomes in the appropriate tool or system, including creating further requests if issues cannot be resolved in real-time.
• Create a "WOW" factor in every interaction through exceptional communication skills, taking ownership of the interaction, and speed of service.
• Regular 1:1 coaching sessions with your supervisor to ensure you are meeting key performance indicators.

Why choose HGS?

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, 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!

Benefits:

• $19.00 hourly and overtime opportunities
• Best in class medical, dental, vision benefits (if applicable)
• 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

What We Are Looking For

So, what makes a truly great Customer Service Representative? Consider yourself a product expert and problem-solver who provides a consultative approach to resolving issues. If you are passionate, energetic, bold, and want to work in a customer-centric role with an incredible opportunity to impact people's lives, you will love this opportunity!

Requirements:

• You’re at least 18 years of age.
• You must be physically living in and able to work in Canada.
• You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change.
• You have at least 6 months of customer service experience and you understand the value of coaching/feedback.
• 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 utmost confidence and urgency.
• 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 English communication skills, both oral and written.
• You’re comfortable working from home and have a suitable space with a hard-wired internet connection.

Application Process:

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 pre-employment 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 human-only review of your application, please contact talk2us@teamhgs.com. Personal information is handled in accordance with applicable privacy laws.

Key skills/competency

• Bilingual Customer Service Representative
• Customer Experience
• Problem Solving
• Active Listening
• Communication Skills
• Billing Inquiries
• Product Recommendations
• Computer Systems
• Emotional Intelligence
• Remote Work