Job Information

Accenture Bilingual Customer Service Representative in Fredericton, New Brunswick

Positions Based in Fredericton, NB

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate, and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture and make delivering innovative work part of your extraordinary career.

As a member of Accenture Utilities BPO Services, the Bilingual (French) Customer Service Associate is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs is resolved in a timely fashion.

What sets us apart from other employers?

  • We offer a $18.22 per hour starting wage and a $1000 signing bonus!

  • $4 hourly language premium for handling bilingual (English and French) customer inquiries via email, webchat and/or calls!

  • We offer full-time permanent positions with a comprehensive total rewards package!

  • NOC Code 6552

  • Accenture has also been ranked a Canada Top Employer for 13 consecutive years.

    What can you expect from us?

    Here are a few benefits you can expect when working with an exceptional team at Accenture:

  • Competitive hourly rate ($18.22 base to start).

  • Language premiums of $4/hour for bilingual customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the bilingual queues.

  • Sign on bonus of $1000.

  • A comprehensive total rewards package that includes health and wellness benefits (for you and your dependents), parental leave, generous time off, and retirement plan.

  • We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!).

  • Full-time positions scheduled between 35 and 44 hours per week.

  • Annual salary increases based on performance.

  • Recognition for individual contributions.

  • Spacious workstations with updated technology platforms and equipment.

  • Supportive environment to assist with individual success.

  • Opportunities for continued self-development with access to extension online courses.

  • Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire.

  • Extensive post-training coaching and support for up to 3 months.

  • A sense of community! We pride ourselves on our inclusive, open, and engaging work environment.

  • Opportunity to give back to the community supporting local causes and volunteer efforts.

    What would your day-to-day look like?

  • Receives calls and logs internal and/or external customer problem/request/issue and ensures proper documentation.

  • Proactively engage in probing for customer responses while consistently demonstrating empathy and maintaining a customer-centric approach through strong conversational skills.

  • Provides resolution to the Customer based on process knowledge and training provided, utilizing the company’s internal CRM mainframe systems and customer purchase orders.

  • Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems .

  • Retrieves the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports .

  • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.

  • Maintains customer records by updating account information.

  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.

  • Liaise with other support teams, or product teams.

  • May complete and resolve non-call customer contact requests received by email, or webchat.

Basic Qualifications

  • 1 year of experience in Customer Service.

  • High School Diploma or equivalent.

  • Fluent in both English and French.

  • A typing speed of 40 words per minute is essential.

  • Flexibility with hours of operations.

Preferred Qualifications

  • Prior Voice and Chat Experience. Preferably has worked on dual concurrency.

  • Ability to multitask and work with multiple tools to provide the best resolution .

  • Functional knowledge of using CRM solution and MS Excel

  • Domain knowledge of Retail Customer Service.

Professional Skill Requirements

  • Proven success in contributing to a team-oriented environment.

  • Proven ability to work creatively and analytically in a problem-solving environment.

  • Excellent leadership, communication (written and oral) and interpersonal skills.

  • Excellent Interpersonal skills.

  • Excellent analytical skills, decision making ability and problem-solving skills.

  • High-quality communication skills, both verbal and written.

  • Ability to multitask effectively and complete a variety of tasks concurrently.

  • Ability to plan and use time effectively.

  • Ability to work as part of a team.

  • High level of flexibility.

  • Excellent verbal and written communication skills.

  • Excellent Soft Skills.

  • Client focused with a passion for Customer service.

  • Demonstrated leadership in professional setting; either military or civilian.

  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian.