Bilingual Customer Service Representative

Intermediate Billing Analyst - Bilingual

Markham, Ontario
· Customer Service - Hybrid. 3 days a week in office

$50 K plus 10% annual bonus, pension, 3 weeks vacation, benefits

1-2 years Call Centre experience

• Call Centre Billing Representative, handling approximately 30-40 inbound calls per day
• Provide "brilliant" customer service to Licensed Insurance Advisors and other staff from both the Contact Centre, Insurance Branches and Customers
• Investigate and resolve discrepancies in a joint effort with our insurance partners and underwriters on billing related matters
• Act as Company Ambassador in supporting inbound billing inquiries
• Communicate clearly, effectively, and empathetically to customers both through telephony and electronic means via email resolving issues
• Interpret and identify the customer’s needs and respond appropriately and professionally
• Obtain relevant information systematically to provide a seamless interaction with our customers when supporting their inquiry
• Take ownership of customer relations through service and commitment to follow through

• Knowledge of French and English is required to communicate, both verbally and in writing, with our customers, partners and other teams located across Canada
• 1-2 years’ experience in a contact center environment preferably within insurance/banking industry
• Ability to multi-task in a fast-paced setting
• Quick to adapt to an evolving surrounding
• Qualified telephone/email skills and etiquette.
• Proficiency in word processing, excel and various web-based programs/Windows applications
• Clear and concise supportive communication and interpersonal skills
• Analyze and resolve customer concerns (problem solving skills)
• Attendance and punctuality are imperative
• Flexible to work in rotating shifts

• Call Centre Hours are Monday-Friday 8 am-8 pm and Saturday 8:30am-4:30pm
• Shifts will fluctuate within these Call Centre hours
• Candidates must be flexible and reliable to work rotating shifts, including evening shifts to 8pm and Saturdays to 4:30pm
• Willingness to work in a hybrid model (3 days in office)