Bilingual Customer Success Representative – French/English

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

📋 Description

• Provides outstanding customer experiences to Embark clients and potential customers.

• Assesses customer requirements and offers optimal solutions or advice aligned with their best interests.

• Serves as a subject matter expert for RESP, assisting with inquiries related to RESP services via phone, email, and online chat, including contributions, payments, and general account questions.

• Encourages customers to utilize digital and self-service options, identifies opportunities for them to connect with licensed specialists in other departments (e.g., referring new clients to Sales teams), and strives to create seamless experiences.

• Takes initiative to address challenges as they emerge, pinpointing gaps and opportunities to keep customers engaged.

• Seeks ways to enhance the overall customer experience.

• Organizes customer information to ensure its accuracy, completeness, and confidentiality.

• Functions as both a collaborative team member and a leader: stepping in for teammates during absences and taking charge of significant projects.

• Additional responsibilities may be assigned as necessary.

• Assists customers who reach out to us through our center, available Monday to Thursday from 9 a.m. to 8 p.m. and Friday from 9 a.m. to 6 p.m. (Eastern Time). Work schedules may vary weekly in terms of days, hours, and shifts.

⛳️ Requirements

• At least one year of experience delivering exceptional customer service and/or working in a customer support role.

• Excellent written and verbal communication abilities, with a proven capacity to convey information clearly and focus intently on customer needs over the phone.

• Highly organized and detail-oriented, with strong record-keeping skills essential for managing customer tracking systems.

• Outstanding organizational and time management skills, thriving in a fast-paced, multitasking environment.

• Strong analytical and problem-solving capabilities.

• Proficient in Microsoft Office 365.

• Flexible to accommodate the needs of the Customer Success Centre.

• For the bilingual Customer Success Representative position: Fluency in **French & English** is required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• A collaborative and supportive work environment.

• Flexible work arrangements to promote work-life balance.