The Junior Bilingual Customer Care Representative supports customers and members by investigating and resolving service and claims issues related to household goods moving. This role requires strong communication skills in both English and French and a commitment to delivering high-quality service in a fast-paced environment.
Duties & Responsibilities:
Claims (Damage / Loss)
Receive claim requests
Collect supporting documentation (e.g., inventory lists, receipts, photos of damage)
Respond to Customer, Member and Driver inquiries in a timely manner
Examine claim details for completeness and consistency
Research replacement items for price confirmation or purchase
Manage outstanding claims using reminders, to ensure all claims are kept up to date and closed within the appropriate timelines
Investigate and respond to appeals from Customers and Members
Determine liability and complete the assessment when the claim is finalized
Provide updates to the claimant regarding claim status
Document decision and rationale
Handle other related duties and projects assigned
Customer Service
Receive and handle Customer communications (phone, email, survey or letter)
Investigate any complaints with everyone involved
Respond to Customer with action plan
Identify areas for improvement to be shared with those involved or affected by complaint
Handle other related duties and projects assigned
Qualifications KSA's
:
Knowledge
Education: Minimum High school education or equivalent
Experience: at least 5 years in another bilingual customer-facing position
Skills
Communicate effectively in both French and English, written and verbal
Computer skills - Word/Outlook/Excel/Internet
Conflict resolution and negotiations
Time Management
Telephone and email etiquette
Conducting online research to identify comparable replacement items and confirm market value
Abilities
Multitask
Stay calm under pressure
Sound judgement and decision-making skills
Ability to assess situations and respond appropriately
Strong situational awareness
Job Type: Full-time
Work Location: In person
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