French Speaking Customer Service Agent GCC Africa (Remote) at TransUnion

Job Description:

• The Customer Support representative for Operations will provide administrative and operational support to the Mail team, the Consumer Walk-in Centre, and the Senior Analyst for Operations. Time will be split between these three functions, where 60% of time will be spent assisting the Mail team & Walk-in Centre, and the other 40% will be spent assisting the Senior Analyst. When in Mail, duties include opening incoming mail, managing registered mail, directing work to the appropriate queues, and scanning documents to consumer files. The Mail team oversees the Consumer Walk-in Centre and this position will be required to service consumers’ in-person. When assisting the Senior Analyst for Operations, duties include onboarding new & existing clients to our customer portals and resolving missing contact information for customers. This position works closely with external customers, internal partners, and colleagues in other key departments, to provide administrative support and customer information quickly, accurately and efficiently.
• Must be fluent in French and have have a valid work permit 

Impact You'll Make:

What you will bring:

• Intermediate experience with Microsoft Teams, Word, SharePoint, Excel, and Outlook, and the ability to type at least 50 wpm and 10 key.
• The drive to continuously improve customer relationships, provide superior customer service, and the determination to not only identify and address customer impacting issues, but also the ability to come up with a plan of action for resolution.
• A positive attitude, excellent communication skills (verbal and written), and the ability to put the interest of the team before individual interests
• Previous experience with customer retention, handling multiple tasks/projects, meeting deadlines on deliverables, providing an amazing customer experience (via email and phone), collaborating with multiple teams, and maintaining spreadsheets.
• High school diploma or equivalent required, degree preferred.
• Achieve SLA requirements with respect to quality and production.
• Ability to identify, articulate, and solve basic problems.
• Ability to determine when to escalate issues.
• Ability to perform multiple tasks in an environment that changes daily based on incoming work.
• Ability to maintain focus, flexibility, and organization. Strong attention to detail; Comfortable working in a fast-paced environment.
• Ability to act proactively with sense of urgency, drive, energy and a sense of purpose for the role.

We would love to see:

• Advanced experience in Microsoft Excel.
• Experience in analyzing data, problem solving, and handling unique or difficult situations.
• 1+ year(s) working in an office setting or job environment where productivity is based on customer results.
• 2-5 years working in an office setting, call-centre or customer service environment.
• Must bring proven ability to maintain confidentiality and secure sensitive information.

Impact you will make:

• As a Customer Support representative, you are responsible for successfully onboarding TransUnion’s new & existing business clients to our customer portals. This is done by gathering and validating the necessary documentation, consulting with the sales team, and facilitating calls with new applicants as necessary.
• You will help ensure that the Operations team is meeting their productivity by seeing that assigned duties in the Mail room are completed daily.
• You require minimal supervision – able to work without established procedures.
• You will troubleshoot client portal accounts for technical, billing, and general setup issues.
• You will be responsible for setting up and maintaining customer accounts for regulatory related communication, which includes gathering and validating the necessary documentation, adhering to business policies, and consulting with internal stakeholders as required.
• Provide an outstanding experience to consumers that visit the Consumer Walk-in Centre in Burlington.