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Bilingual Customer Service Representative - Vancouver, Montreal or Quebec City

Customer Service Representative
Location: Vancouver, B.C.
Basic Function:
As a Bilingual CSR, your main focus will be superior customer service delivery for our W3 brand of extended warranty products. This role requires the employee to process claims via email/online submission/and phone for our service plans as they relate to consumer electronics and appliances. This position reports to the assistant Manager Service Delivery.
PLEASE NOTE THAT OUR OFFICE IS LOCATED IN WEST VANCOUVER BRITISH COLUMBIA AND THAT WE ARE LOOKING TO FILL THIS POSITION EITHER LOCALLY IN THE VANCOUVER AREA OR IN THE MONTREAL OR QUEBEC CITY AREA. STAFF LOCATED OUTSIDE OF THE LOWER MAINLAND OF BRITISH COLUMBIA SHALL WORK REMOTELY FROM HOME.
Qualifications:
The following are the principal qualifications for this position:
Experience

Bilingual " French and English

Customer service and/or call centre experience an asset.

Claims adjudication experience considered a definite asset


Education

Completion of High School.


Software

Computer knowledge, i.e. Windows, Excel, Word, Internet

Accurate and efficient typing speed


Personal Characteristics

Strong communication and customer service skills

Ability to deal with clients/customers in a friendly and yet professional manner

Strong judgement and the ability to deal with analysis of contributing factors


Major Duties:
The following are the duties for the position:

Respond to inbound emails from customers and servicers.

Meet established service targets.

Analyze customer inquiries to determine customer needs and match to company products and services.

Respond to customer inquiries by providing information and dispatch for service on claims.

Respond to servicers on their estimates by fax, phone, online, or via email. Enter said estimates and review against approved rates.

Update customers records. Name, address, phone, serial #, make, email address etc.

Resolve customer complaints and conflicts as well as follow up with said customers on complex claims issues.

Refer escalations or grey area claims to Supervisor for direction then proceed to execute claims based on Supervisor's advice.

Maintain general knowledge and understanding of all products and services.

Learn claims payment process and adjudicate claims subject to the terms of the customers policy.




Keywords: Customer Service Representative, Customer Service Rep, CSR, Customer Support, Customer Service Agent, Customer Care Representative, Customer Care Agent, Customer Service Specialist, bilingual, customer support rep, customer support representative, customer support agent, help desk, customer support associate, french speaker, British Columbia, BC, Burnaby, Westminster, Port Moody, Richmond, Surrey, Coquitlam, Maple Ridge, Delta, Langley
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