Customer Service Representative Bilingual - 2
Job Description
Company Info
Location Address: Onsite Fully for the 1st Month (moving to 2 days in office)
Office Locations: Montreal
Schedule Hours: Training shift for the 1st Month is 9am-5pm and then moves to a shift scheduled between 8am-8pm. Contractors will know their shift schedule 4 weeks out.
Story Behind the Need
• Business group: iTrade – this iTrade contact center works to support Scotia’s customers with regards to any questions they may have concerning their account and trade functions.
The Project: Due to an increased work load the contact center is look to increase their team to better serve their customer base.
Candidate Value Proposition: As the primary point of contact for customers, making you an important ambassador for Scotia iTRADE. Our advanced training program, in combination with your prior skills and experiences, arm you with the ability to provide prompt, accurate, and professional service adhering with iTRADE’s high standards of quality and customer satisfaction. You will also be a proactive promoter of iTRADE’s client-focused culture by providing high quality customer service.
Must Have Skills:
• 2-4 years of Financial industry experience
• Bilingual in French is a must
• Have a high-degree of knowledge regarding procedures surrounding securities settlement
• 2-4 years Experience in a Customer Service capacity, particularly in a Contact Center environment is an asset
Nice to have Skills
• Previously completed a CSC course
Soft Skills
• Demonstrate strong attention to detail, including the ability to recognize risk to the firm
• Comfortable working in an independent environment, including setting and achieving your own goals
• Motivated to utilize strong interpersonal and communication skills both with customers and other Scotia iTRADE employees
• Have a positive attitude and excitement regarding learning new tasks and skills in order to keep up with changing environments or duties
• Have the ability to utilize time-management and prioritization skills in order to ensure optimum telephone coverage
• Will have completed Post-Secondary Education
#NIT001
Office Locations: Montreal
Schedule Hours: Training shift for the 1st Month is 9am-5pm and then moves to a shift scheduled between 8am-8pm. Contractors will know their shift schedule 4 weeks out.
Story Behind the Need
• Business group: iTrade – this iTrade contact center works to support Scotia’s customers with regards to any questions they may have concerning their account and trade functions.
The Project: Due to an increased work load the contact center is look to increase their team to better serve their customer base.
Candidate Value Proposition: As the primary point of contact for customers, making you an important ambassador for Scotia iTRADE. Our advanced training program, in combination with your prior skills and experiences, arm you with the ability to provide prompt, accurate, and professional service adhering with iTRADE’s high standards of quality and customer satisfaction. You will also be a proactive promoter of iTRADE’s client-focused culture by providing high quality customer service.
Must Have Skills:
• 2-4 years of Financial industry experience
• Bilingual in French is a must
• Have a high-degree of knowledge regarding procedures surrounding securities settlement
• 2-4 years Experience in a Customer Service capacity, particularly in a Contact Center environment is an asset
Nice to have Skills
• Previously completed a CSC course
Soft Skills
• Demonstrate strong attention to detail, including the ability to recognize risk to the firm
• Comfortable working in an independent environment, including setting and achieving your own goals
• Motivated to utilize strong interpersonal and communication skills both with customers and other Scotia iTRADE employees
• Have a positive attitude and excitement regarding learning new tasks and skills in order to keep up with changing environments or duties
• Have the ability to utilize time-management and prioritization skills in order to ensure optimum telephone coverage
• Will have completed Post-Secondary Education
#NIT001
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Frequently Asked Questions
Q: What skills or qualities help someone succeed as a Bilingual Customer Service Representative?
A: To succeed as a Bilingual Customer Service Representative, key technical skills include proficiency in multiple languages, familiarity with customer relationship management (CRM) software, and knowledge of industry-specific products or services. Essential soft skills include excellent communication and interpersonal skills, cultural competence, and the ability to remain calm and composed under pressure, as well as empathy and problem-solving skills to effectively resolve customer issues. These strengths enable Bilingual Customer Service Representatives to provide high-quality support to diverse customer bases, leading to increased customer satisfaction and loyalty, and ultimately, career advancement opportunities.
Q: What is the career path for a Bilingual Customer Service Representative?
A: A Bilingual Customer Service Representative typically starts as an entry-level representative, handling customer inquiries and resolving issues in multiple languages. As they gain experience, they can progress to mid-level roles such as Team Lead or Quality Assurance Specialist, overseeing team performance and implementing process improvements. Senior roles like Operations Manager or Training Manager often follow, where they can leverage their expertise to develop training programs, manage teams, and drive business growth.\n\nKey opportunities for skill development and professional growth in this role include:\n\n- Language skills: Developing proficiency in additional languages and cultural awareness.\n- Communication skills: Improving active listening, conflict resolution, and negotiation techniques.\n- Technical skills: Learning customer relationship management (CRM) software, data analysis tools, and quality assurance methodologies.\n- Leadership skills: Developing management and coaching skills to lead teams and drive business results.\n\nLong-term career prospects for a Bilingual Customer Service Representative may include transitioning into roles like International Business Development, Global Operations Management, or even starting their own translation or interpretation services business.
