Bilingual Customer Support Associate


Operations
Toronto, Ontario


Employment Type: Fixed Term Employment

Position:

Bilingual Customer Support Associate

Reports To:

Senior Bilingual Industry Support Services Coordinator

Tier:

Staff

Department:

Industry Support Services

Company:

GS1 Canada

Location:

Toronto

Status:

Full time, Contract (24 Months)

Job Number:

1196

Key Role

The incumbent in this role responds to inquiries and concerns from subscribers and prospects, describes GS1 Canada’s offerings and their value and ensures the highest standards of efficient and professional service is delivered. Key metrics for this role may include: Customer feedback.

Duties and Responsibilities

  • Supports all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e. phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner;
  • Conducts outbound calls for subscriber growth, cost recovery and development;
  • Supports subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities;
  • Provides support for data integrity initiatives through reporting and validation of member data;
  • Maintains and updates reports as requested or required for analysis for subscriber activity;
  • Assists in development of presentation materials;
  • Provides administrative support for Industry Support Services team;
  • Liaises with other internal departments (i.e. Finance, Implementation Services) as required;
  • Ensures ongoing understanding of current and emerging technologies and services provided by GS1 Canada;
  • Collaborates as an Industry Support Services resource on Special Projects (i.e. UAT testing);
  • Reviews, updates and maintains Standard Operating Procedures (SOPs) and best practices;
  • Ensures timely completion of deliverables through milestone setting;
  • Develops recommendations on the most efficient approach to routine daily activities;
  • Performs various other duties as delegated or assigned;

Required Knowledge, Skills, and Experience

  • High School diploma with preference given to those with post-secondary education in a related subject (i.e. business at college or university level);
  • A minimum of 2-3 years’ customer service, office experience, preferably within a call centre;
  • Bilingual (French/English) language skills are required;
  • Proven high level of proficiency in MS Office is required (Word, Excel, Outlook, PowerPoint, etc);
  • Proven ability to meet tight deadlines, multi task and take responsibility for timely and accurate completion of tasks assigned;
  • Excellent organizational and communication skills, possessing a high level of problem solving, initiative and analytical abilities;
  • Team player who enjoys a fast-paced environment;

GS1 Canada is an equal opportunity employer. If selected for an interview, please advise our Human Resources team if you require accommodation due to a disability during the interview and assessment process.


In addition to a competitive and comprehensive compensation package, GS1 Canada offers the following for permanent full time employees:

  • Formal Performance Management Cycle
  • Performance Incentive
  • Professional Development Opportunities
  • Group Extended Health and Dental Plan
  • Short Term and Long Term Disability Insurance
  • Group Registered Retirement Savings Plan (GRRSP)
  • Lifestyle and Wellness Initiatives and Benefits
  • Employee Assistance Program (EAP)
  • Employee Referral Program
  • Corporate Social Responsibility Initiatives
  • Employee Recognition Program

GS1 Canada is an equal opportunity employer and we welcome applications from all qualified individuals. Please be advised that only candidates being considered for an interview will be contacted.

We are committed to providing a barrier-free environment to all applicants, including those with disabilities. Throughout the hiring process, we will work with applicants to accommodate accessibility needs.

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