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Bilingual Contact Centre Representative

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Bilingual Contact Centre Representative

Requirements

Knowledge and Proficiency

  • Excellent customer service

  • Excellent communication skills

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Chartwell Retirement Residences

Bilingual Contact Centre Representative

Chartwell Retirement Residences Montréal, Quebec

Sales, purchasing and customer service
Posted 13 day(s) ago | Still Open
Permanent Full time As soon as possible
Chartwell Retirement Residences

DESCRIPTION

The Contact Centre Representative is responsible for taking email inquiries, inbound calls and making outbound calls to interested customers. Inquires will be related to sales and customer service concerning senior retirement residences and living options. Call handling time will vary based on customer life cycle touch points and overall customer knowledge of services and products discussed on these calls. This person will have advanced level bilingual language skills (verbal & written). This is a semi technical role and an intermediate knowledge of computer based systems including email, CRM databases and Google docs is required.

The responsibilities of the role include but are not limited to:
Customer Service
• Provide assistance to customers through inbound telephone calls, to help them better understand their options with Chartwell.
• Serve to extract customer information; input it into a web based CRM system and forward to the appropriate homes.
• Recognize when scope of inquiry is beyond ‘expectations’ and escalate to appropriate group internally or externally.
Sales
• Identify and act upon all sales opportunities, refer clients to residences, and send customer information to local sales consultants.
• Works with Directors of Sales and Sales Consultants to ensure that customer leads/inquiries are being delivered with correct information.
• Successfully executes the Chartwell Sales Process.
• Meet specific performance standards.
• Attends mandatory sales training.
• Ensures confidentiality of information relating to residents, families, colleagues, prospective residents, and Chartwell Retirement Residences, etc…
• Is aware of employee and supervisor’s responsibilities
• Follows all health and safety policies and procedures.
• Practices our corporate values of R. E. S. P. E. C. T. and mantra of Making People’s Lives Better.
• Other duties as assigned

The ideal candidates will possess:
• Minimum 2 – 3 years in a call center, sales, or customer role.
• Previous experience working in a senior residence, hospitality, or medical care environment is a definite asset.
• A post-secondary diploma or degree from a recognized institution.
• Fluently bilingual (English & French).
• The ability to type 30 wpm.
• Empathetic and caring interpersonal customer service skills.
• The ability to multi-task & stay organized as connections are made with customers through phone & live chat.
• The aptitude to keep focused in a fast paced environment, with minimal supervision, and send reports daily to head office and residences.
Special Requirements
• Must be willing to work rotating shifts through the day (days, afternoons, & evenings) and all days of the week (Saturdays & Sundays included).

Requirements

  • Essential - Minimum 2-3 years experience
  • Essential - Bilinguism
  • Essential - Ability to type 30 wpm

Knowledge and abilities

  • Essential - Excellent customer service
  • Essential - Excellent communication skills
Chartwell Retirement Residences

Chartwell Retirement Residences

Chartwell, résidences pour retraités est le plus important propriétaire et gestionnaire de résidences pour retraités à l’échelle du Canada, incluant des résidences autonomes, semi-autonomes et de soins de longue durée. Il s’agit de l’un des...

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Chartwell Retirement Residences
 

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