About this role.
This is a remote, full-time Bilingual Customer Service Representative position with NTT DATA, supporting shareholders and the investment community. The role involves handling high-volume inbound calls (minimum 50 daily), resolving inquiries, and escalating issues when needed. Candidates must be fluent in English and French, have 1-3 years of call center experience, and meet specific work-from-home internet requirements. The company offers virtual paid training, comprehensive benefits, and career advancement opportunities within a global organization. The pay is $20.50 per hour, totaling approximately $42,000 annually.
Role DNA
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Job Complexity
2/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
4/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Bilingual Customer Service Representative position at NTT DATA. With my fluency in both English and French and over two years of experience in high-volume call centers, I am confident in my ability to provide exceptional support to shareholders and their representatives.
In my previous role, I handled an average of 60 calls daily, resolving inquiries efficiently while maintaining a professional and empathetic tone. I am highly self-motivated, comfortable with remote work, and possess the technical skills necessary to navigate multiple systems seamlessly.
I thrive in fast-paced environments and am dedicated to exceeding customer expectations while adhering to regulatory guidelines. I also appreciate NTT DATA's commitment to growth and inclusion, which aligns with my own values.
I would welcome the opportunity to contribute to your team and look forward to the possibility of discussing my application further. Thank you for your consideration.
Sincerely,
[Your Name]
Sample interview questions
In my previous call center role, I once received a call from a frustrated shareholder who was upset about a delayed document. I listened actively without interrupting, apologized for the inconvenience, and assured them I would investigate the issue. I located the problem, expedited the shipment, and followed up with the customer within 24 hours. They later thanked me for my professionalism and patience.
I stay organized by taking brief notes during each call and focusing on the customer's immediate needs. I also practice deep breathing and use my break times to step away and recharge. Maintaining a positive mindset helps me treat every caller as if they are my first, which keeps me motivated and energetic throughout the day.
At my last job, I provided customer support in both French and English for a national financial services client. I handled calls, emails, and chat messages in both languages, ensuring accurate terminology and clear communication. I also helped translate internal documents and participated in French-language team meetings, which improved my proficiency and confidence.
I currently have a high-speed internet plan with 100 Mbps download and 20 Mbps upload, which exceeds the minimum required. I have a dedicated quiet workspace with a headset and a backup power supply. I regularly test my connection and have a backup plan with my mobile hotspot in case of any outages.
I first ensure the customer feels heard by summarizing their concern. If escalation is necessary, I follow the set protocol by placing a brief hold and notifying my supervisor. While waiting, I complete relevant documentation and keep the customer informed. I then promptly return to the phone queue to minimize downtime and maintain my average call handling time.
Req ID: 384677
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.
A Career at NTT DATA Means:
- Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
- Being part of a global organization where you can BELONG – in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
- Belonging to a team where you can make a DIFFERENCE – to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
- Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
What else does NTT DATA Offer? We’re glad you asked!
- All equipment required for you to be successful in your role
- Virtual paid training
- Comprehensive benefits package (medical, vision, and dental)
- Employee Assistance Program
- RRSP program options
- Short- and Long-Term Disability options
- Rewards and Recognition programs
- Internal career advancement opportunities
Position Overview:
The Bilingual Customer Service Representative is responsible for providing telephonic support to Shareholders, their representatives, and the investment community. Ensure all activities, including those that contribute to the satisfaction of customers, are met.
Position: Bilingual Customer Service Representative
Position Status: Full Time – Remote
Hours of Work: Monday-Friday 8:00am-6:30pm EST
Location of Hires: Open to candidates residing in Alberta, Manitoba, New Brunswick, Nova Scotia, and Prince Edward Island.
Rate of Pay: $20.50/HR Bilingual (English / French)
Responsibilities:
- Answer incoming telephone inquiries in accordance with Call Center guidelines.
- Follow up on escalated calls, as required.
- Submit fulfillments or research cases for callers’ inquiries if applicable.
- Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries.
- Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders.
- Responsible for taking monthly refresher training and taking monthly quizzes.
- Ensure compliance with policies and procedures and regulatory requirements.
- Maintain a professional tone and positive attitude to callers.
- Responsible for answering a minimum of 50 calls daily for various entry level product lines (queues) and developing skills for advance queues.
- Responsible for answering calls for a baseline of 7 hours daily.
- A self-starter and takes the initiative to take on new projects and additional responsibilities.
- Other duties and responsibilities as assigned.
Requirements:
- Strong communication skills (written, verbal and listening)
- Bilingualism (English/French) required.
- High School Diploma/equivalent education
- 1 – 3 years call center experience with heavy call volume
- Advanced knowledge of PCs, familiarity with system navigation, and strong keyboard skills
- Able to endure prolonged seating/standing associated with the performance of essential functions.
- Highly self-motivated, self-reliant, self-competitive, and will push themselves to exceed expectations.
- Has a strong ability to take action to meet and exceed customer expectations with integrity.
Working From Home Requirements:
- High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
- A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
- You must be connected via Ethernet port and not by Wi-Fi.
- Ability to download and use the Google Authenticator app.
- Must have IOS 11 or Android version 10 (or newer).
This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.
#BIND
Inclusion. Belonging.
Unleashing the power of being unique.
We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
At NTT DATA what you do matters. Because here YOU can.
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