Job description
Customer Service Representative (French & English)
Location: Remote, USA
Workplace Type: Remote
About the Role
We are seeking a highly motivated and experienced Customer Service Representative to join our team at Incedo. This is a full-time remote position where you will be responsible for providing exceptional customer service to our clients, primarily in the banking and finance sector. You will be handling both inbound and outbound calls, addressing customer inquiries, resolving issues, and providing support in both English and French. The ideal candidate will possess excellent communication skills, a strong understanding of banking and finance principles, and a proven track record of success in a customer service role. This role requires a proactive individual who is comfortable working independently and as part of a team to achieve customer satisfaction and sales targets. You will be expected to maintain a high level of professionalism and adhere to company policies and procedures at all times. This is an excellent opportunity to join a growing company and make a significant impact on our customer experience.
Key Responsibilities
- Handle inbound and outbound customer service calls in both English and French.
- Provide accurate and timely information to customers regarding their accounts, products, and services.
- Resolve customer complaints and issues efficiently and effectively.
- Maintain a thorough understanding of banking and finance products and services.
- Identify and escalate complex issues to the appropriate department or personnel.
- Document all customer interactions accurately and completely in the CRM system.
- Meet or exceed established performance metrics, including call handling time, customer satisfaction scores, and sales targets.
- Proactively identify opportunities to improve customer service processes and procedures.
- Collaborate with other team members to ensure a seamless customer experience.
- Adhere to all company policies and procedures, including data privacy and security protocols.
Required Skills & Qualifications
- Minimum of 5 years of experience in a customer service role.
- Excellent communication skills in both English and French (written and verbal).
- Proven experience in the banking or finance domain.
- Knowledge of sales principles and techniques.
- Experience managing inbound and outbound calls.
- Strong problem-solving and conflict resolution skills.
- Ability to work independently and as part of a team.
- Proficiency in using CRM systems and other customer service software.
- High school diploma or equivalent required; Bachelor’s degree preferred.
- Must be able to pass a background check and drug screening.
Additional Information
Incedo is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This is a full-time position with competitive salary and benefits, including health insurance, paid time off, and opportunities for professional development. The role is fully remote, allowing you to work from the comfort of your home. We provide all necessary equipment and training to ensure your success in this role. If you are a motivated and customer-focused individual with a passion for providing excellent service, we encourage you to apply. We are looking for someone who is eager to learn, grow, and contribute to our team’s success. Join Incedo and be part of a company that values its employees and is committed to providing exceptional customer service.
