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Bilingual Customer Service Specialist (IT) ~ North York, Ontario ~ Nevian Consulting & Placement Services
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Bilingual Customer Service Specialist (IT)
If you are proactive, can think on your feet, show initiative while providing superior customer service then this is the job for you! This is a full-time position where you will be responsible for providing first line business and application support including identification, documentation initial support, investigation and diagnosis, escalation resolution and follow up to ensure service levels are maintained for all products and services provided to internal and external clients.

 Responsibilities

  • Provide timely and proficient first-level business and application support for our clients products and services
  • Diagnose and troubleshoot incidents, resolve where possible and assign or escalate to appropriate groups or individuals
  • Provide support for Client onboarding services such as Registration, Enrolment and Rights administration to access Client products or services
  • Process Consent Management Directive files necessary to facilitate appropriate access Client products and services
  • Provide assistance and advice to external clients, users and subscribers in the implementation and use of Client products and services
  • Monitor all venues of Customer interactions (ITSM tool, email, telephony, voice-mail and self-serve portals) to ensure all incidents and requests are address in a timely manner
  • Record, monitor, maintain and close incident and service request tickets, ensuring the completeness and accuracy of the information captured
  • Ensure timely follow-up on outstanding tickets, escalations issues through departmental procedures when required
  • Meet or exceed all Clients Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards 

 Qualifications

  • Superior oral, written and listening communication skills in English and French
  • Minimum 1 year proven work experience in a Call-Centre Environment
  • Proficiency with Ticketing Systems; Remedy preferred
  • Must be able to work rotating shifts including 8am-4pm, 9am-5pm, 10am-6pm
  • Must have exceptional customer service skills
  • Strong analytical, problem solving skills and ability to multitask
  • Excellent coordination and administration skills
  • Ability to Talk AND Type while on calls
  • Strong active listening, comprehension and articulation skills 
  • English [Advanced], French [Advanced]
Job Type Permanent / Full-time Job Location North York, Ontario
Public Transit Yes Reference # 1B6CB
Benefits Included No Account Manager Marijke Kanters
Starting Salary $18p/h (based on 37.5 hour week)
If possible, resumes should be submitted to us in MS Word format. Please note that although we appreciate your response to this job, we will only contact candidates who meet the exact hiring criteria identified by our clients.
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