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Customer Service Trilingual Supervisor (French/English)

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Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Our Customer Service Trilingual Supervisor will provide support to customer calls from the USA. Utilize various methods to validate customer information. Assist in answering inbound calls, including customers, consumers, or trade references. Lead a Team ranging from 10- 20 agents with the responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc.). This role is responsible for all day-to-day efforts to ensure compliance with the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.

What you’ll do 

  • Guide to handling difficult client situations/client escalations, effectively identifying simple to complex problems and taking appropriate steps to solve them.
  • Work closely with the Management team to monitor the team's achievements.
  • Coach and Mentor the team, and propose ideas to promote improved service and customer satisfaction. 
  • Handle updates, follow-ups, requests, and complaints.
  • Collaborate and partner with other team members and internal departments like WFM, RPA, OpEx, IT, QA, and Training.
  • Participate in special projects or assignments when requested, as well as proactively work on team and individual efforts to achieve departmental and company goals.  
  • Ensure compliance with the company's procedures and policies is met.
  • Execute reporting of metrics: including, but not limited to: volume handled, quality, attendance, and service level agreements.

What experience you need  

  • Fluent in English/French skills both oral and written B2 or above
  • 1+ years of working experience as a Backup/Floor Support/SME, coaching and leading teams with five or more members
  • 1+ years of experience in G-suite programs (Sheets, Docs, Slides, etc)

What could set you apart

  • Actively studying any of the following as a major or as an associate’s degree: Business Management, Project Management, Law, Industrial Engineering
  • Certified in any process improvement methodology 

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers. Watch our video to learn more about how you can power your possible! 

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