Bilingual Customer Analyst

As a Bilingual Customer Analyst, you will have a crucial role in aiding brokerages to access assistance, offering guidance, and providing in-depth technical support and troubleshooting. This is
an opportunity for you to excel in a position that appreciates

The successful candidate will work at a rate of $28.60per hour, and work supporting Markham, ON office.


Note: Hybrid Schedule: Starting shift needs to be flexible. Our business hours are Monday – Friday 8am – 6pm. Start times can be anywhere from 8am-10am.

Current state agents are in office twice a week, dedicated days are Tuesday and Wednesday unless required for other days but the expectation is that agents are to report 100% into the office.

Advantages
• Gain experience working for a well-known insurance company
• Earn a rate of $28.60per hour
• Full time hours on a 6 month contract
• MUST be available for shifts Monday-Friday 8 am-8 pm and Saturdays 830am to 4:30pm
• 3 days a week required in the Markham location, subject to change



Responsibilities
• Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.
• Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.
• Ensure that ticket lifecycles do not exceed defined standards.
• Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.
• Build, modify, and remove system access as requested, closely adhering to defined standards.
• Provide support on systems when called upon by peers, particularly junior members.
• Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.
• Prioritize and manage multiple requests based on the urgency and impact of each request.
• Identify trends with brokers and take the lead to work with the BD team on training initiatives.

Qualifications
• College or University Degree, preferably in Business Management or a related field.
• Minimum of 1-2 years of experience in a customer contact center.
• Proficiency in relevant computer applications and call center systems.
• Good typing skills at a medium to fast rate with accuracy.
• Bilingual proficiency in French and English is preferred.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Outstanding problem-solving skills.
• Strong interpersonal and organizational skills.
• Self-directed and adaptable.
• Basic understanding of broker operating environments and insurance principles.
• Basic knowledge of Underwriting principles.
• Ability to effectively handle all Broker & customer requests from start to finish.
• Ability to keep abreast of all Broker communication and changes in guidelines and technology.
• Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.
• Ability to troubleshoot and identify the root cause of technical issues.
• Efficiently prioritize complex issues for further investigation.

Summary
Are you interested in the Bilingual Customer Analyst position in Markham? Apply online today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.