Job Summary
CIBC is seeking a dedicated and proactive Contact Centre Representative to join our Disputes team, specifically for our Costco customer segment. This remote position requires bilingual proficiency in English and French, allowing you to effectively support our diverse customer base. In this role, you will be the first point of contact for our customers, guiding them through dispute resolutions while delivering exceptional service. Your commitment to resolving issues efficiently and your ability to communicate clearly will play a pivotal role in enhancing customer satisfaction and loyalty.
Key Responsibilities
- Handle inbound and outbound calls related to dispute resolutions for Costco customers.
- Provide accurate information regarding account inquiries, transaction details, and dispute processes.
- Investigate and resolve customer issues with a strong focus on empathy and customer care.
- Document all interactions in our systems, ensuring accurate records are maintained for compliance purposes.
- Collaborate with internal teams to facilitate quick and effective resolutions for customer disputes.
- Proactively follow up with customers to ensure their concerns have been addressed satisfactorily.
- Stay updated on CIBC policies, procedures, and products to deliver accurate information to customers.
Required Skills and Qualifications
- Fluency in both English and French (written and spoken) is essential.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers.
- Strong problem-solving skills and a customer-focused mindset.
- Proficient in using computer systems and navigating multiple software applications.
- Ability to work independently in a remote environment while managing time effectively.
- High level of attention to detail and accuracy in documenting customer interactions.
Experience
- Previous experience in a customer service or contact centre role is preferred.
- Familiarity with financial services, particularly dispute resolution processes, is an asset.
- Experience in handling high-volume calls while maintaining a positive attitude.
Working Hours
- This position requires flexibility to work various shifts, including evenings and weekends, to accommodate customer needs.
Knowledge, Skills, and Abilities
- Strong understanding of customer service principles and practices.
- Ability to adapt to changing situations and customer needs.
- Proficient in conflict resolution and negotiation techniques.
- Capacity to handle stressful situations with professionalism and patience.
- Knowledge of CIBC products and services, or a willingness to learn.
Benefits
- Competitive salary with performance-based bonuses.
- Comprehensive health and dental benefits package.
- Opportunities for professional development and career advancement.
- Work-from-home flexibility with necessary equipment provided.
- Employee discounts on banking products and services.
Why Join CIBC?
At CIBC, we value diversity, inclusion, and collaboration. By joining our team, you will be part of an organization that is committed to creating a positive work environment and empowering employees to thrive. We believe in fostering your growth through continuous learning and development opportunities, allowing you to build a fulfilling career in the financial services sector.
How to Apply
If you are passionate about delivering exceptional customer service and are ready to take the next step in your career, we want to hear from you! Please submit your resume and cover letter detailing your relevant experience and why you would be a great fit for the Contact Centre Representative role at CIBC. Applications can be submitted through our career page. Join us in making a difference for our customers every day!
