Bilingual HTML Support Agent

As an HTML agent, you will be required to ensure customer interactions with the organization are positive and leave the customer satisfied. Your role includes taking customer phone calls and collecting relevant information and documentation.   In this role, you will be responsible for several administrative tasks including maintaining records, data management, and updating documentation and records.  

Key Responsibilities include, but are not limited to:

Meeting or exceeding document collection goals

Meeting and exceeding KPIs set by the business.

Performing administrative duties including sending emails and resolving customer complaints or questions 

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Respond promptly to the customer or departmental inquiries.

Communicating with customers through various channels.

Acknowledging and resolving customer complaints.

Follow processes, procedures and protocols set by the 
business.

Knowing our products inside and out so that you can answer questions.

Processing transactions, forms, applications, and requests.

Keeping records of customer interactions, transactions, comments, and complaints.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Ensure customer satisfaction and provide professional customer support.

Striving to improve customer satisfaction through excellent customer 
service.

Each client or potential client will be treated in a respectful manner. 

Transfer the client to the relevant departments in the event of a problem or request from the client such as a cancellation request.

Collect relevant documents and ensure the client's application meets required standards. 

High time management ability while understanding that talk time and productivity are top values.

Job-related knowledge, Competencies and skills Required:

Must be bilingual in French and Spanish

Previous experience in a similar role is highly advantageous

Excellent oral and written communication skills

Superior interpersonal skills

Ability to take initiative and work independently.

Exceptional organizational skills

Strong knowledge of industry standards

Confident approach to clients

Extremely motivated and self-driven 

Ability to work in a competitive and stressful environment.

Someone who has a bias for action and can get things done. 

Has a commitment for “overachievement” - you have a never quit attitude, with high levels of resilience, agility and buy-in to overachieve regardless of challenges you may face

Ability to work autonomously and be part of a team.

Exceptionally resilient 

Excellent listening skills