[Hiring] Bilingual Contact Centre Representative @John Deere

Role Description

As a Bilingual Contact Center Representative for John Deere Financial Inc., working remotely in Canada, you will:

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships.
• Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct.
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education.

Qualifications

• Bilingual in both French and English.
• AI and digital literacy – Ability to assess AI-generated content responsibly and use digital tools effectively while considering privacy, safety, and ethics.
• Customer focus – Understanding customer needs and aligning support or solutions to meet those needs.
• Relationship building – Establishing trust and rapport quickly with customers and stakeholders.
• Communication skills – Leading effective service conversations, handling difficult customer interactions, and presenting solutions clearly.
• Problem solving – Identifying client issues, understanding motivations, and finding practical solutions to challenges.
• Adaptability – Adjusting thinking and work habits based on changing situations and customer needs.
• Process awareness – Knowing when to escalate issues and understanding relevant policies and procedures.

Requirements

• Ability to lead without authority, working with guidance to influence and align stakeholders across functions and levels.
• Strong communication skills, able to communicate ideas, requests, and plans clearly and effectively.
• Ability to ask strategic questions to uncover needs, opportunities, and challenges.

Education

• Bachelor's Degree or equivalent level of work experience.