Remote Bilingual Customer Service Representative

Written By Morgan Collins

Synergy Technology Solutions Inc is currently seeking Remote Bilingual Customer Service Representatives to join our growing team. The responsibility of the Remote Bilingual Customer Service Representative will be to provide direct support to Synergy Technology Solutions customers. While in this critical position, you will have the opportunity to utilize your computer and web application knowledge while providing the highest standards of customer service and support.  

Written and spoken English and French fluency is required. 

This is a full-time remote (at home) contract position, open to Canadian residents only.
Yearly compensation: $36,000 - $48,000 CAD depending on qualifications and experience.

Responsibilities 

  • Professionally handle a high volume of incoming calls and/or email to help facilitate, analyze and resolve (i.e., troubleshoot) customer issues; strive to resolve customer issues via one call resolution guidelines and/or escalate as appropriate   

  • Adherence to all privacy policies, practices, acts and legislation related to personal and credit information and information systems data management 

  • Thoroughly and efficiently gather customer information, assess, and fulfill customer needs and educate customers where applicable regarding products, services, and account support   

  • Answer customer calls and actively listen to identify the issue   

  • Build strong customer relationships   

  • Use judgement and decision-making skills for account actions   

  • Maintain quality account documentation   

  • Handle confidential customer financial information   

  • Document and track all customer call-related information in organizational platforms for auditing, reporting and compliance purposes   

  • Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner 

  • Meet goals and objectives as set by management for call centre environment   

  • Assist in translation of English and French text for website, training materials, emails, signs, placards, and other materials. 

Qualifications 

  • Written and spoken fluency in French and English is required 

  • A High School Diploma or general education degree (GED) 

  • Ability to work variable hours. Shift schedules are subject to change as business needs change. Schedule flexibility is required (to include weekends, evenings, holidays and occasional overtime)   

  • Must submit to criminal record checks, and have a clean criminal record 

  • Excellent verbal and written communication skills   

  • Strong customer service focus with a commitment to customer satisfaction   

  • Strong listening skills   

  • Ability to problem-solve   

  • Ability to navigate through multiple computer applications with speed and accuracy   

  • Proficient in Microsoft Windows OS and Microsoft Suite; confident in navigating multiple screens simultaneously in the Windows operating system environment and call centre software 

  • Ability and willingness to learn and gain proficiency in new software systems 

  • Basic keyboarding skills 30-40 words per minute   

  • Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure   

  • Ability to work in a fast-paced environment   

  • Ability to work independently and in a team environment   

  • Maintain a positive attitude    

  • Excellent attention to detail   

  • Ability and willingness to accept feedback from all stakeholders to align to successful customer service, professional growth and development 

  • Ability to work a rotating shift, which will include some evenings, weekends, and holidays 

  • Ability to answer phone calls, and speak with customers and the public from home, with minimal background noise 

  • Previous experience in customer support, technical support or working in a call centre environment is desirable  

Morgan Collins
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