Job Title Bilingual Customer Service Representative
Category Customer Service Representatives
Positions Based in Fredericton, NB
Accenture is growing! Did you know that we are hiring Bilingual Customer Service Associates to work on behalf of an Utilities Client.
Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
We're looking for motivated individuals who enjoy a challenge! You don't need to be an expert to apply. Accenture provides extensive training & industry expertise to develop our employees into trusted advisors!
* We temporarily shifted this position to a virtual environment, until our offices re-open.* Equipment provided
What sets us apart from other employers?
We offer a $17.00 per hour starting wage and a $1000 signing bonus!
$4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls!
Accenture has also been ranked a Canada Top Employer for 11 consecutive years.
What can you expect from us?
Here are a few benefits you can expect when working with a rock star team at Accenture:
New competitive hourly rate ($17 base to start)
NOC Code: 6552
$4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the French queues.
Shift premiums for evening shifts, 7 days a week.
Sign-on bonus of $1000
We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!) after 6 to 12 months of strong performance.
Full-time positions scheduled between 35 and 44 hours per week. T ypically shifts are not lowered below 35 hours per week unless on a voluntary basis.
Flexibility to select your assigned schedule every month based on your performance.
Annual merit increases based on performance.
Recognition for individual efforts.
Spacious work stations with updated technology platforms and equipment.
Supportive environment to assist with individual success.
Opportunities for continued self-development with access to extension online courses.
Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire.
Extensive post-training coaching and support for up to 3 months.
A sense of community! We pride ourselves on our inclusive, open, and engaging work environment.
Opportunity to give back to the community supporting local causes and volunteer efforts.
Customer Service Delivery professionals include the management of customer interactions to increase customer satisfaction and improve service quality.
The incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.
What would your day-to-day look like?
You can work with purpose daily experiencing the following:
The Agent provides functional support for the resolution of customer problems, requests and queries. Primary responsibilities are focused on customer contact or transaction processing.
Sense of achievement providing excellent customer service and technical support in an inbound customer contact environment.
Fulfilling work satisfying customer expectations in a way that also complies with best practices
Demonstrating empathy to customer's concerns through multiple channels which may include email, webchat and telephony.
Maintaining high customer satisfaction ratings and service level agreements.
1 year of experience in Customer Service
High School Diploma or equivalent
Intermediate communication skills
Good Customer Service skills with knowledge of computer skills.
Professional Skill Requirements
Follow up on incidents with customer to ensure customer satisfaction
Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May take accountability for effectively handling senior level escalations or customer complaints received via various sources
Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly.
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May be assigned to other tasks as required by Agile