What are the responsibilities and job description for the Customer Service Rep-French Canadian position at YMI Service Group?
Customer Service Representative
Overview
The Customer Service Representative will responds to a wide range of phone and email inquiries in French (Canadian), providing detailed knowledge of the Orders insurance, annuity product offerings and utilizing all information systems data as appropriate and within guidelines.
Core Responsibilities
Greets callers in a positive and professional manner; verifies caller ID utilizing information systems data as appropriate to release information.
Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern. Use online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation.
Follow procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
Review and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between Client website and its departments.
Perform other customer service related duties, e.g., if Bilingual in French/English, translates for other business areas.
Routinely read departmental communications, product updates and other tools to stay current with organizational developments.
Essential Competencies
Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients
Skill Qualifications Required:
Bilingual in English and French (Canadian)
Solid oral and written communication skills in two languages
Must be customer service oriented; effective telephone manner
Conflict resolution; diplomacy
Must be able to organize work
Customer Service manual
Microsoft Office, including Word
Education and Experience Qualifications Required:
BS or BA degree in related field
2-3 years related work experience with life insurance products and/or direct customer contact or equivalent combination of training and experience.
Overview
The Customer Service Representative will responds to a wide range of phone and email inquiries in French (Canadian), providing detailed knowledge of the Orders insurance, annuity product offerings and utilizing all information systems data as appropriate and within guidelines.
Core Responsibilities
Greets callers in a positive and professional manner; verifies caller ID utilizing information systems data as appropriate to release information.
Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern. Use online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation.
Follow procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
Review and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between Client website and its departments.
Perform other customer service related duties, e.g., if Bilingual in French/English, translates for other business areas.
Routinely read departmental communications, product updates and other tools to stay current with organizational developments.
Essential Competencies
Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients
Skill Qualifications Required:
Bilingual in English and French (Canadian)
Solid oral and written communication skills in two languages
Must be customer service oriented; effective telephone manner
Conflict resolution; diplomacy
Must be able to organize work
Customer Service manual
Microsoft Office, including Word
Education and Experience Qualifications Required:
BS or BA degree in related field
2-3 years related work experience with life insurance products and/or direct customer contact or equivalent combination of training and experience.
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