Job Description

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

The Perativ team is helping our customers materially reduce their ATM management cost, improve their customer experience and make their operations more productive. We are committed to maintaining clean data driven processes that drive insight and efficiency. We pride ourselves on leading the market and developing innovative solutions for customers.

We are currently seeking a Bilingual Customer Service Representative to join our team, reporting to our Mississauga, Ontario office on a hybrid schedule (partially in office and partially remote).

This individual will be on the front-line to answer incoming customer calls and address and/or direct customer inquiries and concerns for our French and English-speaking customers. They are also a catalyst to ensure Perativ provides the highest quality of customer service at every interaction. Ideal candidates thrive in a fast-paced, performance driven environment and are inclined to go above and beyond to wow our customers.

MAJOR RESPONSIBILITIES

• Primary responder to English and French incoming calls on our Customer Service queues for merchant, cardholder and 3rd party technician support.
• Open service calls in our database, entering detailed and accurate notes, and dispatching to the applicable parties.
• Review status of open calls in system and following up, where necessary.
• Regular review and maintenance of personal Dispatch Queues.
• Maintain a high level of professionalism with clients and establishing a positive rapport with each caller.
• Manage and follow-up of email inbox, by responding to customers or forwarding information to other responsible parties.
• Identify and escalate priority issues, where necessary.
• Assist with the preparation of our merchants monthly cheque run.
• Assist with special projects, as requested by management.
• Perform other job related duties, as assigned or required.

EDUCATION & TRAINING

• High school diploma/GED.
• Post-secondary education is an asset
• Training in communication, soft skill development and Best Practices for dealing with customers
  is an asset

EXPERIENCE, TECHNICAL SKILLS, & KEY COMPETENCIES

• 1+ years bilingual Call Centre experience.
• 3+ years customer service-related experience preferred.
• Dispatch experience, an asset.
• Knowledge and understanding of best practices for dealing with customers.
• Fully proficient in English and French (verbal & written).
• Excellent verbal and written communication skills that allow individual to inform, help and clearly advise customers and to effectively liaise with other professionals.
• Calm demeanor and ability to stay focused throughout stressful calls; ability to remain courteous at all times.
• Fully proficient in Microsoft Office applications, specifically MS Outlook & MS Word.
• Active listening, with the ability to clarify customer needs and anticipate problems and resolutions.
• Strong time management skills, detail-oriented & the ability to work independently.
• Ability to quickly learn database management systems and navigate complex systems with ease.
• Open to learning; a commitment to improve customer service skills on an ongoing basis.
• Ability to learn and implement new procedures.

BENEFITS

• Competitive salary.
• A full and comprehensive health benefits plan (after the initial 3 months and paid for by the company).
• An employee assistance program.
• Seasonal social activities.
• Opportunity to grow your career in a thriving Financial Services Provider organization.

COMPENSATION

The expected compensation for this position is $40,000 to $48,000 per year.

VACANCY STATUS

This posting is for an existing vacancy.

USE OF ARTIFICIAL INTELLIGENCE
Perativ does not use artificial intelligence as part of the application screening process for this position.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.