The Canada French CallCenter provides service to consumers on their credit files by updating accounts and personal information, creating investigations, providing adequate solutions to their problems, providing information to pull their credit report, provide and sale the credit score and other similar products, also assist and educate the consumers about the politics, procedures and information reported on the Equifax credit file.
The Customer Service Representatives are the primary contact for all our external consumers answering in-bound calls in French regarding the credit report, credit information, products, politics, procedures and solving problems our customer will present on their interactions with our services.
Handled customer calls, request and complains.
Collaborate with other internal departments.
Provide high quality customer service ensuring all requests and needs are fulfilled and fully understood.
Educate consumers on dispute management and offer options for resolution.
Perform file updates, as required.
Perform sales, as required.
Troubleshoot and provide support to our consumers regarding their credit information.
Provides consumers support / education and file interpretation.
Continuous training / enhancing of service and products knowledge.
Participate in special projects or assignments when requested, as well as proactive team and individual efforts to achieve department and company goals.
Applies documented rules and procedures on an independent level.
Effectively identifies problems and takes appropriate steps to solve them, even when it is complex or difficult.
Work within the SLA.
Ensure the compliance with company’s procedures and policies
Propose ideas to promote improved service and customer satisfaction.
Perform metrics including, but not limited to : volume handled, average handled time, sales, quality, attendance
Competencies and Abilities
Excellent people skills and sensitivity to intercultural issues.
Solid analytical & problem solving skills
Must have professional attitude and conflict management.
Must possess the ability to multi-task in a demanding and high growth environment.
Must be a fast learner person.
Must be customer satisfaction oriented.
Must possess accuracy and be quality oriented.
Excellent active listening skills
Outstanding ability to answer and solve problems based on the consumer scenario.
Attention to details.
Fluent French to assist Canadian costumers.
Ability to work in a Team environment.
Ability to perform sales, explaining the advantages and answering possible doubts.
Requirements and / or Experience :
General knowledge of ACRO, CIS, SIEBEL, Outlook, and Virtual Merchant is a plus.
Microsoft Office Tools (Word, PowerPoint, Excel).
General knowledge of credit reporting practices, politics and procedures is a plus.
Previous knowledge and experience with Canadian customers is a plus.
French spoken (written and verbal)
Good standing (NO disciplinary actions within the last 3 months. Not being part of a PIP (Performance Improvement Plan)
1 continuous year on current position
Call center experience with strong customer service orientation.
Experience working in a shared service center.
Typing proficiency is required
Experience in sales is a plus.
Primary Location : CRI-Heredia
Function - Customer Service
Schedule : Full time