bilingual customer service representative ii - downtown toronto, Toronto

randstad canada
job type
apply now

job details

toronto, ontario
contact centre and customer care
job type
reference number
randstad canada
apply now

job description

Our client in the Consulting Industry is looking for a Bilingual Customer Service Representative on a 6-month assignment in their downtown Toronto location. The successful candidate will work full time hours, begin ASAP, and be paid a rate of $19 per hour!

The Customer Service Representative is a key liaison between the client's plan members, administrators, consultants, and clients. The representative will communicate with impact, apply critical thinking, and strive to provide world class service within a fast paced environment. This role is accountable for resolving inquiries relating to pension plans, plan administration, employee benefits, websites, and other targeted communications.


• Answer inquiries either by telephone or electronically in a timely manner.
• Locate member record and perform member verifications.
• Obtain and evaluate all relevant data to handle complaints, comments, or inquiries.
• Assist to reset passwords for pension websites.
• Process administrative requests and applicable forms.
• Escalate unresolved problems to appropriate contact for resolution.
• Create service tickets and document case in detail.
• Maintain databases and close service tickets upon completion.
• Perform outbound and follow up calls where necessary.
• Report system malfunctions, process deficiencies, and customer feedback in order to improve the overall customer experience.
• Monitor outstanding issues, update call handling procedures, manage special projects, and train peers, as required.

• Work for a well-recognized organization
• Pay rate: $19 per hour
• Downtown Toronto Location
• 6-month contract with a strong possibility of extension or permanency

• At least 3 years of customer service experience, within a call centre environment is preferred.
• Knowledge of customer service principles and practices.
• Understand finance in terms of benefits would be a plus
• Good data entry and typing skills.
• Proficient in using Microsoft Office (specifically MS Excel and Access) and Internet, with the ability to learn new software quickly.
• General knowledge within the areas of registered pension plans, benefits, employee records, and other HR specialities is an asset.
• Post-secondary education is an asset.

Key Competencies:
• Strong customer focus with a professional attitude at all times.
• Active listening and effective communication skills – specifically, the ability to articulate complicated concepts into simple language for an average person to understand.
• Performs both independently and in a team environment.
• Quick learner and continuously strives to acquire and develop relevant knowledge.
• Adheres to process with good judgment.
• Ability to multitask and works on multiple projects simultaneously.
• Must demonstrate sensitivity towards confidential information.
• Problem solver who pays attention to details and accuracy.
• Flexible in working hours (no weekends)


Phone Number:
Fax Number:

Randstad Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.