Bilingual Customer Service Representative

Bilingual CSR/Licensed Insurance Advisor

What you'll do

Summary

You act as the primary contact for our travellers & partners. You create and maintain positive traveller/partner relationships. You proactively cross-sell and represent the benefits of TuGo products.

• Create and maintain positive traveller/partner relationships by responding to questions/problems/changes or escalating them as appropriate.
• Respond to partner requests for assistance with locating product information, clarifying coverage questions, and confirming rate calculations. Help guide them on how best to utilize the services available to them on the Partner Platform, as well as answering questions on other claims and TuGo services.
• Sell and cross-sell TuGo's products in accordance with established procedures and scripts.
• Remain up to date on all insurance products, procedural changes, industry information, and the computer and phone systems.
• Respond to phone inquiries regarding coverage and how to make a claim.
• Achieve performance targets.
• Collaborate and communicate effectively with team members and all other teams.
• Responsively and effectively handle issues.
• Look for ways to improve customer experience.
• Promote and model TuGo culture, values, and brand promise.
• Continuously build professional and technical expertise.
• Other duties as required.

What you'll brin

• gDegree or diploma in business or other disciplin
• e2+ years of experience in a contact centre or customer service environmen
• tExcellent written and verbal English plus French communication skills require
• dSuccessful completion of Level One insurance licence (within 1 month of start date
• )Ability to learn quickly and apply knowledge of policy wording to accurately sell policies and provide service to traveller
• sA successful criminal record check is a requirement of the position as required by insurance councils for licensin
• gAbility to work our 9am-5pm PST M-F shift and Saturdays on rotatio
• nTravel insurance industry experience is a highly desired asse
• tStrong team player and positive contributo
• rProficient in MS Office Suite and able to learn applications quickl
• yWell-developed analytical, problem-solving, and decision-making skill
• sAble to consistently live our values of valued, effective and truste
• dA strong customer experience focu
• sA passion for continuous learning and professional achievemen

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Contact Centre Hours (Pacific time): M-F 6-5; Sat 7-4. Sat = rotation. Shifts do not change unless require*

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Remote options may be available for those already licensed in BC, Alberta or Ontar***

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