Bilingual Customer Service Representativ – BilingualOne

Title of the Job: Bilingual Customer Service Representativ

Location: Ottawa, ON

Job Description: Job Title: Bilingual Customer Service Agent
Pay rate: $20 -$22 per hour
Hours : 8 am to 8 pm (rotational shifts)
Overview:
Bilingual Customer Service Agents are responsible for the processing / verification of claims for our client. Claims will be
from receipt through resolution in accordance with all policy, guidelines and quality standards as per our service
level agreement. As well, agents analyze claims to determine if eligibility requirements and claim filing
requirements are met and make determinations based on the type of claim. Also, there is a responsibility to
achieve the expected level of service as required based on our Service Level Agreement. Additionally, the
expected relocation costs of service delivery must be achieved within the prescribed policy and timeframe.Primary Responsibilities:

• Manage expense claims in accordance with the relocation policy (verification and reconciliation of

expenses)

• Analyze claims to determine if eligibility requirements and claim filing requirements are met and make

determinations

• Process all claim types by determining corrective action to be taken on various types of errors

generated by the system and resolving these errors

• Complete invoice verification functions in an accurate and timely manner
• Facilitate travel arrangements for Customers
• Deal tactfully with people in a wide variety of situations to convey a favorable corporate image
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a

timely manner

• Complete all daily assigned call backs/follow ups with clients to ensure customer satisfaction
• Identify area of opportunity and utilize skill/ knowledge to suggest improvements
• Data entry
• Understand the Customer’s relocation budget in accordance with Relocation Policy, and the standard

operating procedures

• Provide direction/information to clients and from time to time service providers as required to ensure

excellent coordination/execution of work with minimal disruptionQualifications:

• College graduate or equivalent work experience
• Knowledge in relocation, residential real estate, residential mortgages, legal or banking is an asset
• Familiarity with the accounts payable/receivable process.
• 1-2 years’ experience with the processing of client claims
• Previous experience in a customer support role through a contact center
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as

required

• Team player who is able to work with minimal supervision in a fast-paced environment
• Good interpersonal and communication skills
• Superior customer service skills and orientation
• Collaborative style needed
• Ability to maintain professionalism at all times under stressful situations
• Strong organizational skills
• Analytical and detailed oriented with effective time management skills
• Excellent administrative skills, including record keeping
• Ability to plan and manage work under time constraints, without direct supervision
• Bilingualism is an asset

Key Competencies:

• Excellent verbal and written communication skills
• Excellent Data Entry skills
• Listening skills
• Problem analysis and problem solving
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

Company Name: BilingualOne

Salary:

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