Bilingual Client Care Agent

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Full description

Position Overview The role of the Client Care Agent (CCA) is to be the liaison between our clinics and clients through the Client Care Centre on a remote basis. Please note this is an opportunity for future opportunities within our network. Reporting Structure This position reports to Lead, Call Centre. Responsibilities As a CCA your job involves inbound or outbound calls to meet service levels and booking targets. Duties involved in each of these areas include but are not limited to: Client Care Duties • Manage large amounts of inbound and outbound calls in a timely manner. • Follow communication scripts to meet call volume, service level and booking targets. • Identify client needs ensure smooth client experience. • Problem solving client concerns in a respective and helpful manner. • Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately. General • CCA effectively communicates with all team members • Strong phone and verbal communication skills along with active listening • Client focused and adaptability to different personability types • Understands the principles of proper medical record keeping and upholds the necessary standard • Deals tactfully and respectfully with all difficult situations that arise • Always maintains patient confidentiality • Show respect, empathy, and kindness to all clients, and colleagues Requirements • High school diploma is required • Ability to communicate effectively in French and English will be an asset. • Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required. • Excellent verbal and written communication skills is a must. • Prior knowledge of medical terminology and good understanding of PMS, (preferably VetUp). • Individuals must be able to work effectively without supervision • Strong problem-solving capability and ability to manage time effectively • Ability to connect with people in a genuine, friendly and compassionate manner. Working Conditions Must be able to work remotely with access to a quiet space during working hours and reliable internet. Originally posted on Himalayas