Job Summary

CIBC is seeking a dynamic and customer-focused individual to join our team as a Contact Centre Representative (Disputes, Costco, Remote). This bilingual role offers the opportunity to work remotely while addressing and resolving disputes for our Costco clients. As a key player in our contact centre, you will provide exceptional service and support, ensuring that customer concerns are managed with professionalism and efficiency. Your role will be critical in maintaining CIBCs reputation for high-quality customer service.

Key Responsibilities

• Dispute Resolution: Handle and resolve disputes related to Costco transactions, ensuring customer satisfaction and adherence to company policies.
• Customer Support: Provide clear, accurate, and timely responses to customer inquiries and concerns, utilizing strong communication skills.
• Documentation: Maintain detailed records of customer interactions, transactions, and resolutions, ensuring accuracy and compliance with regulatory requirements.
• Collaboration: Work closely with other team members and departments to address complex issues and improve service delivery.
• Continuous Improvement: Contribute to the development and enhancement of dispute resolution processes and customer service strategies.

Required Skills and Qualifications

• Bilingual Proficiency: Fluent in both English and French, with excellent verbal and written communication skills in both languages.
• Customer Service Skills: Demonstrated ability to deliver outstanding customer service and handle challenging situations with professionalism and empathy.
• Technical Proficiency: Comfortable using various software applications and tools required for dispute management and customer service.
• Problem-Solving Abilities: Strong analytical and problem-solving skills to address and resolve customer disputes effectively.
• Attention to Detail: High level of accuracy in managing and documenting customer interactions and transactions.

Experience

• Previous Experience: At least 1-2 years of experience in a customer service or contact centre environment, preferably dealing with financial transactions or disputes.
• Industry Knowledge: Familiarity with financial products and services, particularly related to retail and credit transactions, is advantageous.

Working Hours

• Flexible Schedule: Full-time position with flexibility in working hours to accommodate different time zones. Availability to work evenings and weekends as needed.

Knowledge, Skills, and Abilities

• Empathy and Patience: Ability to handle customer inquiries and disputes with patience and understanding.
• Adaptability: Flexibility to adapt to changing processes and priorities in a fast-paced environment.
• Time Management: Strong organizational skills to manage multiple tasks and priorities effectively.
• Team Orientation: Ability to work collaboratively with colleagues and contribute to a positive team environment.

Benefits

• Competitive Salary: Attractive compensation package commensurate with experience.
• Remote Work: Work from the comfort of your home with the flexibility to balance work and personal life.
• Health and Wellness: Comprehensive health, dental, and vision insurance coverage.
• Retirement Plans: Access to company-sponsored retirement savings plans.
• Professional Development: Opportunities for training and career advancement within the company.
• Employee Discounts: Discounts on various products and services, including those from Costco.

Why Join CIBC?

At CIBC, we are dedicated to creating a diverse and inclusive workplace where every employee can thrive. We offer a supportive environment that values your contributions and fosters professional growth. As a member of our team, you will play a vital role in enhancing our customer experience and driving our commitment to excellence. Join us and be a part of a company that values innovation, integrity, and customer-centricity.

How to Apply

If you are a motivated individual with a passion for delivering exceptional customer service and meet the qualifications outlined above, we invite you to apply. Please submit your resume and a cover letter detailing your experience and suitability for the role to our online application portal. For any inquiries, contact our recruitment team. We look forward to reviewing your application and exploring the possibility of you joining our team.