Bilingual Customer Care Associate - Remote

Req ID: 387752

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs

Position Overview:

Our client is looking for exceptional, customer-oriented team players who are willing to join a fast-paced, challenging environment in our Customer Care Centre (CCC). As a member of our dynamic team, this role is accountable for providing outstanding customer service and support by resolving telephone inquiries in our in-bound Customer Care Centre. In doing so, you will enhance customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information. To assist you in providing this service, you will be responsible for navigating our computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.

Position: BilingualClient Care Representative

Position Status: Full Time - Remote

Hours of Work: Monday – Friday 8:00am – 9:00pm EST

Location of Hires: Open to candidates residing in Quebec, Ontario, Alberta, Manitoba, New Brunswick, Nova Scotia, and Prince Edward Island.

Rate of Pay: $20.00/HR - $21.00/HR Bilingual (French/English)

Responsibilities:

• To fulfill customer requests, respond to inquiries/complaints through phone, email, chat, always demonstrating attention to customer care and a professional approach.
• Analyze information presented by the writer to process next steps according to the nature of the inquiry.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Effectively promote products and services by maintaining a high level of competition and product knowledge.

Requirements:

• Post secondary degree or diploma.
• Experience working in a call center environment specifically in a customer service role.
• Strong and developed oral and written communication skills in both official languages are required.
• Possesses excellent writing skills including written words, grammar, spelling, and punctuation in both official languages are required.

• Demonstrated ability to work within time constraints.
• Advance knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).
• Positive attitude and demonstrated ability to perform in a team-based environment.

• Must have flexibility and willingness to work rotational shifts, including evenings.
• Demonstrate ability to implement change efforts.
• Ability to multitask proficiently in a fast paced, performance driven environment.
• Ability to handle stress in a high-pressure environment.

• Knowledge of Medical, Dental or Disability Group Insurance products would be considered a strong asset.

Working From Home Requirements:

• High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
• You must be connected via Ethernet port and not by Wi-Fi.
• Ability to download and use the Google Authenticator app.
• Must have IOS 11 or Android version 10 (or newer).

This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.
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Inclusion. Belonging.

Unleashing the power of being unique.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT DATA what you do matters. Because here YOU can.