quarta-feira, 11 de agosto de 2010

Bilingual (English/Portuguese) Customer Service Representative

Bilingual (English/Portuguese) Customer Service Representative
Entry-Level, Full Time, -, Call Center, Customer Service
arvato digital services Canada, inc., Scarborough, OntarioID: 213843


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Introducing ourselves:
arvato digital services Canada, Inc. is a fast growing company that offers a culture of career development and promotion from within. Our call center is located at Neilson and Finch in Scarborough.

Job duties:

The Customer Service Representatives are responsible for promoting the highest level of service to customers, responding to general inquires and travel related questions, as well as assisting with existing itineraries and provided policy and procedural information.

General Duties and Responsibilities:

- Answer general travel and site related questions
- Provide information and options to facilitate customer with itinerary selection/ ticketing options
- Use resources while effectively handling customer service issues in a timely manner
- An assertive, well-organized self-starter with demonstrated sales aptitude
- A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems while balancing needs of the business
- Recognize and work with exceptional situations to retain, interpret and apply policies
- Resolve escalated customer service issues
- Track and report call types and service issues
- Responsible for other duties as assigned.

Job requirements:
General Qualifications:

- English - Verbal and Written
- Portuguese - Verbal and Written
- Proficient in GDS (eg: Sabre, Worldspan, Gailieo)
- General knowledge of U.S. and Canadian market base
- A detail-oriented professional with exceptional written and verbal communication skills
- Analytical problem solving skills; linear and logical troubleshooting
- Good time management skills
- Able to handle difficult or irate customers effectively to set expectations
- Demonstrate polished phone etiquette and delivery
- Able to learn quickly and adapt to a high change and fast paced environment
- Able to multi-task effectively
- Type 35 wpm
- Internet skills; sign up, install, messaging, navigation and online support

-Must be flexible to work rotating shifts as required. Must be flexible for shifts during hours of operation, from 6am - 2 am 7 days a week.


- Investigate and take action to meet customer’s current and future needs
- Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
- Collaborate with others in his/her team and develops and maintains good working relationships
- Listen effectively and gathers all relevant information
- Present information effectively and persuasively across various communication channels
- Problem solving to gather and analyze information and uses it to develop effective solutions
- Tolerate stressful situations well
- Project a positive and professional image

Education and Experience:

- College Degree (preferred)
- High school diploma or GED (required)
- Sales/support experience in retail travel preferred

Please apply through the online application process.

Thank you for your interest in arvato digital services Canada, Inc.

Submit application to: Please apply through the online application process.


For more information, please visit our Web Site:

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