Bilingual Customer Escalations Specialist

Equifax

Toronto, ON, Canada
Fluent in french and english
Handle escalated customer phone calls
Experience with credit file contents
This role focuses on handling escalated customer complaints via phone, email, and survey responses while ensuring expedited resolutions

Job Summary

  • This role focuses on handling escalated customer complaints via phone, email, and survey responses while ensuring expedited resolutions.
  • The specialist must maintain accountability across departments and collaborate on root cause analysis to improve overall customer experience.
  • Candidates are expected to demonstrate diplomatic handling of sensitive topics and turn difficult situations into exceptional customer interactions.

Matching Summary

This role focuses on handling escalated customer complaints via phone, email, and survey responses while ensuring expedited resolutions.

Skills & Requirements

Must-have

  • Fluent in French and English
  • Handle escalated customer phone calls
  • Experience with credit file contents
  • Work in high-pressure environment
  • Document cases in management system

Nice-to-have

  • Proven ability to de-escalate situations
  • Turn poor experience into positive outcome
  • Bring the Wow factor to customers
  • Creative problem solving aligned with values
  • Anticipate escalation issues proactively

Key Requirements

  • Fluency in written and spoken French and English
  • Track record of applying theoretical knowledge to daily tasks
  • Ability to make decisions within guidelines and policies

Work Rights

Not specified

Tailored Resume

Cover Letter