Bilingual Call Centre Agent / Licensed Insurance Advisor

• Create and maintain positive traveller/partner relationships by responding to questions over the phone.
• Respond to partner requests for product information, clarify policy wording, and confirm rate calculations.
• Process partner requests for renewals, extensions and upgrades.
• Sell and cross-sell TuGo’s products in accordance with established procedures and scripts.
• Remain up-to-date on all insurance products, procedural changes, industry information, and the computer and phone systems.
• Respond to phone inquiries regarding coverage and how to make a claim.
• Achieve performance targets.
• Collaborate and communicate effectively with team members and all other teams.
• Look for ways to improve customer experience.
• Promote and model TuGo culture, values, and brand promise.
• Continuously build professional and technical expertise.
  

• Degree or diploma in business or other discipline
• 2+ years’ experience in a call centre or customer service environment
• Verbal and written fluency in English and French required
• Successful completion of Level One Insurance Licence (within 1 month of start date)
• A passion for getting the details correct
• Ability to learn quickly and apply knowledge of policy wording to accurately sell policies and provide service to travellers
• Ability to pass a criminal record check as required by insurance councils for licensing
• Excellent written and verbal English communication skills
• Strong team player and positive contributor
• Proficient in MS Office Suite and able to learn applications quickly
• A strong customer experience focus
• A passion for continuous learning and professional achievement
• A passion for travel

Contact Centre Hours (Eastern time): M-F 9-6; Sat 10-7. Sat = rotation. Schedules do not change unless required.