Bilingual Contact Centre Agent

• Manage approximately 100 inbound calls per day, providing support for water meter inquiries
• Act as a primary point of contact for municipalities and constituents in the customer care department
• Use MS Outlook, Excel, and SAP to track data and resolve customer issues
• Navigate the system to manage call queues and handle times effectively
• Participate in weekly team huddles and engage in daily communication via Microsoft Teams channels
• Maintain productivity standards, including average call handling times of approximately 5 minutes
• Collaborate with a remote team to meet collective quotas and service level agreements
• Engage in continuous learning during a comprehensive 3-week training program

• Full bilingualism in English and French is mandatory
• Ability to work 37.5 hours per week within the shift window of 8:00 AM to 8:00 PM
• Willingness to cover evening shifts
• High level of engagement and productivity in a remote or hybrid team setting
• Prior experience in a call centre is an asset, but problem-solving potential is prioritized
• Access to a reliable high-speed internet connection for remote work
• Strong problem-solving abilities and a process-driven mindset
• Proficiency in Microsoft Office Suite, specifically Outlook and Excel
• Ability to thrive in a high-volume, fast-paced customer care environment
• Technical aptitude to manage multiple software systems, including SAP
• Excellent verbal and written communication skills in both English and French
• Strong time-management skills to balance talk time and after-call work (ACW)
• Adaptability to work effectively in both remote and hybrid office settings

Prior experience in a call centre

• Flexible work arrangements: Remote (across Canada) or Hybrid in Mississauga
• Comprehensive 3-week training and a 3-month ramp-up period to ensure your success
• Growth opportunities: Our client actively promotes from within their customer care and administration teams
• Vibrant company culture featuring weekly contests, holiday events, raffles, and workshops
• Supportive management with a focus on coaching and engagement
• Flexibility for religious holidays and personal well-being
• Equipment provided, including a laptop, keyboard, and mouse