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Bilingual Customer Service and Sales Call Center Representative


This is a Contract position in Montréal, QC posted September 12, 2017.

Description CIBC is a leading Canadian-based global financial institution. Through our three major businesses – Retail and Business Banking, Wealth Management and Wholesale Banking we provide a full range of financial products and services to 11 million individual, small business, commercial, corporate and institutional clients in Canada and around the world. We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders. To learn more about CIBC’s Lines of Business, please visit our website. CIBC focuses on what matters to our employees – access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance – so that employees are able to perform at their best, contribute to their communities and focus on cultivating deeper relationships with our clients. Every year, CIBC is recognized for its business success, community commitment and employee initiatives. We are proud of this success and are committed to creating an inclusive workplace and an environment where all employees can excel. To learn more about CIBC and the CIBC Group of Companies please visit Job Overview Imagine working in a fast-paced inbound contact center environment where you play a key role in helping your clients achieve their financial goals through effective management of their credit card products and services. At CIBC, you will enjoy an exciting sales and service career with our Card Products Division that is both personally and professionally rewarding, and offers great opportunities for career growth. Every day, you’ll have the opportunity to provide an exceptional client service experience by going above and beyond to strengthen and build client loyalty. Most importantly, you will feel good about the fact that you play a key role in helping your clients achieve what matters to them. What You’ll Be Doing Thrive in an environment of providing world-class customer sales and service? Enjoy providing information to existing and potential customers via telephone regarding CIBC’s suite of card products, features and services? Be motivated to achieve superior sales and service results? Meet sales targets by recognizing opportunities through the active promotion and selling of the products and services that matter to our customers? If you answered yes then CIBC Card Products is a great place to be! We are the Customer Acquisition and Retention Excellence Team, or C.A.R.E. for short! The Sales and Service Specialists are required to handle inbound telephone inquiries from existing and prospective clients. Each call is viewed as a potential opportunity to sell from CIBC’s suite of card products. In this fast-paced, highly aggressive sales environment, Specialists are responsible for contributing to CIBC’s bottom line. By creating a Positive Memorable Customer Experience (PMCE) at each and every contact, we can increase profitability and build on acquisition. Sales and Service Specialists will also be required to engage existing clients in sales conversations in an outbound capacity. Through these conversations our goal is to build customer retention and enhance the product offering while providing value-added servicing through various campaigns offered by Marketing. Job Requirements Respond to inbound client calls and provide information to existing and potential clients via telephone regarding CIBC’s full range of credit card products and services with a focus on meeting and exceeding client expectations, building loyalty and growing the business Meet customer service, sales and productivity targets by understanding client needs, resolving issues effectively, overcoming objections, and actively identifying opportunities to promote and sell products, services, loyalty programs and marketing offers Recognize sales opportunities and actively promote and cross sell CIBC products and services. (Selling offers will include but are not limited to Payment Protector and Card Assist) Analyze and interpret customer inquiries through well thought out judgments, decision-making skills and product knowledge Resolve disputes received from clients through creative means and ownership Handle multiple priorities in an ever-changing work environment Provide creative solutions backed by sound decision-making Adapt to the changing priorities of a fast-paced work environment Fulfill customer expectations while complying with policies, practices and procedures Contribute to the overall success of the C.A.R.E team, as well as work independently to achieve specified targets. What CIBC Can Offer You Flexible health benefits, stock purchase plan, competitive incentive pay and recognition programs Competitive salary and banking benefits Career growth, development and continuous learning opportunities Opportunity to be involved in CIBC events that help our communities Click to learn more about Rewards & Recognition, Learning & Development, and Employee Community Involvement What We’re Looking For Successful candidates must exhibit CIBC’s values of trust, team work, and accountability Candidates must have a minimum of 2 years of customer service experience with the ability to assess client needs, address difficult situations and foster strong client relationships Minimum one year previous sales experience in a target-driven environment. Must have an aptitude for sales with the ability to present needs-based solutions to clients and overcome objections Must have superior verbal and written communication and interpersonal skills in both English and French Must have demonstrated adaptability, flexibility and ability to multi-task in an ever-changing environment Must have computer literacy, strong keyboarding and internet navigation skills in a Windows-based environment Must have a commitment to punctuality and adherence to work schedules Should have contact centre experience Should have prior professional experience working in the financial or banking industry Should have experience with credit lending and credit bureau analysis What you Should Know Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role. The targeted start date for this position is November 6th, 2017 This is a regular full-time role with a schedule of 37.5 hours per week Flexibility to accommodate rotational shifts including days, evenings and weekends between the hours of Monday through Friday 7am – midnight, and Saturday and Sunday 7am – 10pm is required. Training is on a full-time basis and consists of a combination of in-class and on-the-job training for a period of 12 weeks. Shifts may vary during training and will require flexibility for any shift within the hours of operation noted above.