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Bilingual Contact Centre Representative
About the position
At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard. Title: Bilingual Contact Centre Representative - 120588 Primary Location: Canada (CA) - Off-Site - Remote Function: Customer Experience (CA) Onsite/Remote: Remote Position New or Existing Position: Existing Position Salary Range: \$69,066.00- \$80,577.00 annually Candidates applying for this position must be legally eligible to work in Canada.
Responsibilities
- 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 to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
- 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 to ensure own work adheres to those standards. 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, attending conferences, and reading specialist media.
Requirements
- 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.
Nice-to-haves
- Ability to lead without authority. Works with guidance (but not constant supervision) to influence and align stakeholders across functions and levels without direct authority by building credibility, fostering collaboration, and driving shared ownership toward common goals.
- Strong communication skills, able to communicate ideas, requests, and plans clearly and effectively.
- Ability to ask strategic questions, to uncover needs, opportunities and challenges
