Bilingual Customer Experience Representative

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

📋 Description

• Engage with clients to identify their service needs.

• Answer incoming office calls, voicemails, and emails directed to the shared dispatch folder.

• Assist clients in troubleshooting equipment problems to ascertain if repairs are necessary.

• Examine vendor/service complaints and deliver resolutions promptly.

• Follow up with clients and service providers regarding pending requests/open tickets and ongoing services.

• Update and maintain records of client service schedules, equipment, and documentation.

• Maintain logs of customer interactions or transactions, detailing inquiries, complaints, or comments, along with actions taken.

• Escalate unresolved customer issues to the appropriate departments for further investigation.

• Collaborate across departments within the organization.

⛳️ Requirements

• A minimum of 2 years of office experience in a dispatch/customer service role.

• High school diploma or equivalent qualification.

• Proficient in Microsoft Office Suite (Excel, Outlook, Word).

• Excellent social, communication, and relationship management skills.

• Exhibit a high level of integrity, confidentiality, attention to detail, and professionalism.

• Capable of taking and giving directions, prioritizing tasks, meeting deadlines, and staying organized in a fast-paced environment with a significant workload.

• Ability to work independently as well as collaboratively within a team.

• Strong problem-solving, critical thinking, and mathematical reasoning abilities.

• Outstanding verbal and written communication skills, with a keen attention to detail.

• Energetic and approachable with a team-oriented mindset.

• Bilingual proficiency in French and English is essential.

🏝️ Benefits

• Competitive base salary along with a bonus plan.

• RRSP employer matching.

• Comprehensive benefits package, which includes Extended Health, Dental, Life, AD&D, LTD, Critical Illness, and an Employee and Family Assistance Program.

• Opportunities for career growth and professional development.