Bilingual Call Centre Agent

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About the job

The Brink’s National Client Services (BNCS) department is committed to placing the customer at the heart of everything we do, ensuring we deliver exceptional customer experiences. We are seeking passionate individuals to join our team who excel at problem-solving and providing effective solutions.

Availability: The position demands flexibility to work various shifts, including 07:00–15:00, 08:00–16:00, 10:00- 18:00, 12:00–20:00, and 13:00–21:00, from Monday to Friday.

Position: Full-time, in-office (Etobicoke, Ontario)

Key Responsibilities:

Address inquiries from internal and external customers regarding our products and services via phone and email.
Troubleshoot technical issues with customers and crew members on critical business matters.
Collaborate with internal partners to resolve customer requests and concerns promptly.
Follow specified frameworks and processes to diagnose and resolve issues.
Deliver specific reports throughout the day.
Support ad hoc projects and serve as the primary contact for customer outreach.

Must-Have Qualifications:

Passion for delivering exceptional service.
Bilingual and fluent in English and French.
Positive attitude with a drive to improve processes and suggest enhancements.
2+ years of experience in a call center, customer-facing role, or help desk environment.
Calm demeanor, able to work under pressure and meet tight deadlines.
Ability to pivot quickly between technical issues, billing concerns, phone calls, and emails.
Team player who believes in collective success.
Technical savvy, capable of guiding customers to solutions over the phone.
Effective verbal and written communication skills, delivering concise messages to a wide audience.
Ability to work in a 24/7/365 operation with shifts scheduled based on business needs.
Experience working with technology.