Customer Service Associate - São joão da baliza, Brasil - Bilingual

Descrição

Full job description

The opportunity

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Canadian Segment Contact Center as a Bilingual Customer Service Representative

With the customer being the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife experience. This role is primarily accountable for handling, resolving, and communicating service requests from Canadian clients.

Covering a comprehensive suite of products, tools and services, this role uses multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. All clients are Canada based and service is provided over the phone and by email.

Responsibilities

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
• Find opportunities and make recommendations to improve operational processes and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
• Keep current with company policies, procedures, and processes.

Requisitos do trabalho

What we are looking for

• Must be fully and fluently Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers, or employees outside of Quebec.
• Previous experience in a contact center environment would be considered a tremendous asset, however, not required
• You excel in a fast-paced, constantly evolving environment while exhibiting a calm and professional manner
• You have outstanding technical capabilities, research skills and your attention to detail is always a priority
• You are confident in your ability to learn and apply information quickly
• Knowledge of financial services would also be an asset