Bilingual Call Centre Representative

Job Description: Our client has a requirement for Call Centre Representative
for a 12 months opportunity.  The positions are located in North York. 
 
Requirement or Qualifications:
 
Qualified Candidates will have:
 
SUMMARY
 
Reporting directly to the Team Leader, the incumbent responds to telephone and email inquiries from stores and customers regarding store level marketing and customer programs, marketing related issues,  rewards issues and other customer service related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.
 
DUTIES AND RESPONSIBILITIES

• Responds to customer calls, emails and letters to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
• Logs of calls, emails and letters into the appropriate tracking systems and escalate issues to the appropriate person or department, as necessary, to ensure accurate and timely logging of response actions.
• Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
• Attends team huddles to receive current updates on issues, concerns and promotions.
• Attends scorecard meetings to track current progress and identify areas for improvement.
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
• Maintains a high level of knowledge regarding the rewards program, current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues.  

QUALIFICATIONS

• High School Graduation diploma or equivalent level of education.
• Greater than six months of general office/customer service experience.
• Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
• Provides routine information to coordinate the assignments and work procedures of others.
• Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management.
• Draws on a number of known options to solve problems and to develop improvements.
• Adaptable to set and prioritize work with varying exceptions.  Able to work with diverse personalities and styles.
• Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
• Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required
• Computer skills to produce reports, documents and presentations.
• Knowledge of customer service procedures in a retail call centre environment.

Hours of Operation
Mon-Fri - 8am to 8pm
Sat- 8am to 8pm
Holidays - 8am to 8pm
Unique Request:
Consists of Shift work
Rotational Schedules
Flexibility is a must
Punctuality is critical

Interested? Send your resume to resumes@zylog.ca or register online at www.zylogcanada.com