Bilingual Guest Services Representative
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Job Description
Représentant bilingue du service aux invités répondant aux demandes par téléphone, courriel et clavardage pour Cineplex, exploitant de cinémas au Canada. Travail à domicile avec horaires flexibles.
Responsibilities:
- Respond to customer questions, requests, and concerns by phone, email, social media, and chat
- Quickly identify guests’ needs and provide solutions at first contact
- Remain calm in difficult situations and determine when escalation is required
- Report to the Guest Services Manager
- Record feedback, requests, and concerns in the case management system
- Facilitate information sharing with company leaders and contribute to the continuous improvement of the guest experience
- Respond accurately and professionally to guest inquiries
- Meet targeted response times
- Receive and maintain positive guest feedback regarding service quality and responsiveness
- Escalate situations requiring the manager’s intervention
Requirements:
- Excellent proficiency in French and English, both spoken and written
- High school diploma
- Proficiency in Microsoft Word, Excel, and Outlook
- Personal computer
- Reliable high-speed Internet connection
- Positive, understanding, respectful, and compassionate attitude
- Ability to respond calmly and helpfully to difficult situations
- Professionalism, dependability, and a strong work ethic
- Organization and ability to manage multiple tasks while meeting deadlines
- Desire to learn and grow
- Experience in a call centre or remote call centre environment is an asset
- Experience in a movie theatre or knowledge of movie theatre operations is an asset
- Experience with and/or knowledge of customer loyalty programs is an asset
- Proficiency in an additional language is an asset
Benefits:
- Bilingual premium applicable
- Comprehensive and in-depth online training
- Highly flexible scheduling
- Opportunity to work from home or at one of Cineplex’s locations across the country
- Equal opportunity employer committed to diversity and inclusion
- Accommodation measures available at every stage of the hiring process
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