French Speaking Voice Office Operations Representative - Learner

1 Week ago • All levels

Job Summary

Job Description

The Consumer Operations Learner will answer inbound phone calls related to TransUnion products and services, supporting both customers and consumers. They will maintain knowledge of TransUnion's products and services, provide exceptional customer service by anticipating needs and resolving issues, and resolve consumer queries efficiently. They must also accurately capture customer details, adhere to company processes, and work to improve individual performance. Key responsibilities include handling calls, emails, and other tasks, providing education on products and processes, and capturing all customer details. The role requires excellent communication skills and the ability to work remotely and independently.
Must have:
  • 100% proficiency in French
  • Fibre Readiness – 100mbps minimum
  • Excellent written and interpersonal communication skills
  • Excellent listening skills and the ability to deal with irate customers regularly
  • Ability to work remotely, independently, and have a strong sense of duty.
  • Highly computer literate

Job Details

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

The Consumer Operations Learner is responsible for answering inbound phone calls relating to
TransUnion Products and Services. The Consumer Operations Learner will support both customers and
consumer who use the TransUnion Services.

What You'll Bring:

  • Gain experience as a highly efficient contact center agent in an inbound call center (Outbound and Back office – Advantageous), to professionally manage all consumer’s interactions as rostered within required parameters, inclusive of calls, emails and other tasks that will be determined from time to time by the Team manager.
  • Learn to maintain a consistently high level of knowledge regarding Transunion’s products, services, systems, processes, policy knowledge and tools and by doing so demonstrate consistent knowledge of these services and processes when performing all voice operations in a professional tone.
  • Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available.
  • Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
  • Where applicable educate customers/consumers on TransUnion products, processes and any applicable regulatory information.
  • Accurately and efficiently capture all customer/consumer details and data relevant to the call
  • Maintain a solid understanding of US credit/financial principles.
  • Adheres to established company processes and procedures when responding to support phone calls and resolves customer queries with willingness, appropriate tone and language within acceptable time frames.
  • Works with QA and team lead to improve individual performance based on feedback and coaching to ensure high quality work is delivered to customers and consumers.
  • Ability to work according to all individual targets in order to achieve departmental service levels agreements (Eg Adherence to schedules, manages individual performance for aux time usage, quality standards, average handle times, productivity requirements, etc) as well as adherence to company and departmental policies, procedures and compliance.
  • Performs other duties as assigned.

Impact You'll Make:

  • Minimum Matric qualification
  • 100% proficiency in French
  • Fibre Readiness – 100mbps minimum
  • Excellent written and interpersonal communication skills
  • Excellent listening skills and the ability to deal with irate customers regularly
  • Ability to work remotely, independently, and have a strong sense of duty.
  • A self starter with strong initiative, with the ability to demonstrate a readiness to make decisions, take initiative and originate action
  • Demonstrate attention to detail in all work completed
  • Collaborates well with others in team oriented environment
  • Proactively works to improve knowledge and adherence to company processes and procedures
  • Adapts well to change and can adjust priorities as needed
  • Displays effective time management skills
  • Highly computer literate

TransUnion Job Title

Intern, Consumer Operations Support

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About The Company

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

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