Bilingual Centralized Call Centre Representative – Day Shift, Eng/Fre

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist in the creation of work orders for the Facilities Management Operations (FMO) and Service departments.

• Provide customer support by identifying needs, responding to inquiries, resolving issues, fulfilling requests, and overseeing the CMMS work database.

• Manage incoming calls and process orders.

• Organize documentation and operate office machinery.

• Address both internal and external customer inquiries via phone and email.

• Fulfill requests by clarifying details, researching answers, completing transactions, and/or forwarding requests as necessary.

• Recognize and escalate issues based on contract specifications and/or priority levels.

• Maintain the CMMS database, tracking equipment history and status.

• Generate, monitor, and manage unscheduled or open work orders.

• Follow up on customer calls as required.

• Direct customer complaints to the appropriate project managers.

• Document call details in accordance with standard operating procedures.

• Prepare call reports as needed.

• Organize and sustain filing systems.

• Support “working alone” procedures or site personnel.

• Enhance the organization’s reputation by taking ownership of new and diverse requests.

• Seek opportunities to add value to job accomplishments.

• Keep job knowledge current through educational opportunities.

• Report directly to the Call Centre Supervisor.

⛳️ Requirements

• 2–3 years of relevant experience in call centre, customer service, or dispatching roles.

• Must be adaptable and willing to work various shifts.

• Strong communication skills are essential.

• Proficient in Microsoft Office applications, including Excel, Outlook, and SharePoint.

• Fluency in French, both written and spoken, is mandatory.

• Experience with JD Edwards is a plus.

• Ability to type at least 50 words per minute with accuracy.

• Capable of working independently with minimal oversight.

• Maintain established performance standards.

• Quiet and ergonomic workspace is required.

• A stable internet connection with a minimum bandwidth of 10mb/s is necessary.

• Remote work location must be within the Montreal Area, New Brunswick, and Ontario.

• Professional demeanor required.

• Ability to manage stress and maintain focus under pressure.

• Logical problem-solving skills and a willingness to seek innovative solutions.

• Effective verbal and written communication capabilities.

• Ability to work independently with limited supervision.

🏝️ Benefits

• Group insurance benefits.

• Pension plan.

• Annual discretionary bonus.

• Career development programs.

• Additional HR programs.

• Accommodations available upon request during the recruitment and selection process.

• Opportunity for remote work after 3–4 weeks of virtual training, contingent upon meeting work-from-home criteria.