Job Description

Job description and requirements

Bilingual Contact Centre Representative

Create value at TC Transcontinental
At TC Transcontinental, we\'ve got it made, and that\'s because of the expertise of our team. We are currently looking for a full-time Bilingual Contact Centre Representative. Essential to TC Transcontinental Printing operations, the incumbent responds to telephone and email inquiries from stores and central office regarding store level marketing and customer programs, marketing related issues, and other customer service-related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.

We have been driving innovation since 1976. With over 8,000 employees and 41 production sites, TC Transcontinental is a leader in the packaging and printing industry, as well as the top French-language educational publishing group in North America. It is a company that takes care of its teams and where employees support each other. At TC Transcontinental, we lead the industry by cultivating a sense of belonging for all.

• Pension plan with company match
• Paid time off
• Supplier discounts on various products
• Regular full-time position
• Employee-involved decision making

When your actions lead to success

• Respond to calls and emails to provide first level customer service to stores and customers, providing support with orders and tracking;
• Provide technical expertise to customers who need help navigating and using the online ordering portals;
• Resolve issues in a prompt and efficient manner; liaise with internal departments, and escalate cases as required;
• Use the internal CRM system to log all cases, provide detailed information on resolution, and update all required data in accordance with departmental Key Performance Indicators (KPI\'s)
• Maintain a high level of knowledge and adherence to the Call Centre-Client KPI\'s.
• Identify and report on recurring issues to drive prompt solutions;
• Attend team huddles for current updates on issues, concerns and promotions, goals and personal KPI stats.
• Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures;
• Work in compliance with the Occupational Health & Safety Act of Ontario, the Workplace Safety Insurance Act, Quality Management System and all other applicable legislated regulations.

When your expertise drives us.

• Related post-secondary education with a minimum of 2 years of relevant work experience;
• Must be fluent in English and French with the ability to communicate clearly and effectively via various methods (i.e. phone, email, group meetings, etc.);
• Supply Chain Management experience is an asset;
• Able to work a hybrid 5 day work week schedule that includes working a combination of days, evenings and Saturdays with 3 days from home and 2 days in office. Work overtime as required.
• Skilled at handling difficult customer calls and responding in a positive, polite and professional manner;
• Have a technical understanding of an Online ordering system, Inventory management system, CRM
• Strong computer skills, including Microsoft Office programs (intermediate-level Excel is required);
• Ability to navigate through and utilize multiple computer software systems;
• Demonstrated initiative and judgment skills in order to organize and prioritize tasks, workload and projects in a fast-paced work environment;
• Results-oriented, with exceptional analytical and problem-solving skills;

When our contribution invents the future.
A pillar in its various sectors of activity, TC Transcontinental inspires by its desire to create a responsible and united world. Its actions, particularly its commitment to the use of plastic, contribute to the protection of resources and the design of innovative products.

Send us your application. Create something with TC Transcontinental.

TC Transcontinental is committed to providing equal opportunities to all candidates and to meeting the needs of people with disabilities. Should you be contacted regarding an employment opportunity and require an accommodation for a disability, we will be pleased to work with you to identify how we can best support you through this process.

Learn more about us

Job Function

Customer Service

Full/Part-Time

Full-time

Job status

Regular

Sector

TC Transcontinental Printing

TC Transcontinental