Bilingual CX Specialist

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

📋 Description

• Deliver exceptional customer service to external clients while providing support and assistance to internal teams.

• Assist in communication with members of the sales team through phone or email.

• Manage daily administration and coordination of customer service operations.

• Collaborate with the sales team to facilitate in-field support.

• Work with the Marketing department and coordinate with the Distribution Centre to dispatch regular sales supply orders.

• Prepare marketing and sales materials, including POS items.

• Maintain comprehensive knowledge of Sym-Tech products.

• Achieve or surpass monthly call center performance metrics, focusing on call quality and overall performance objectives.

• Accurately document each transaction, ensuring that CRM records are current.

• Collaborate closely with the Accounting department to guarantee precise handling of cancellations, refunds, and adjustments.

• Execute additional duties, tasks, and/or projects as assigned by Management.

⛳️ Requirements

• Minimum of 3 years of customer service experience or relevant industry experience.

• Bilingual fluency in French and English, both written and spoken.

• A strong passion and commitment to consistently deliver an outstanding customer experience with compassion.

• Energetic, friendly, and proactive personality with strong phone business acumen.

• Ability to quickly learn new processes, prioritize tasks, and thrive under pressure in a fast-paced environment.

• Proven adaptability to changing circumstances.

• Excellent communication skills, both written and oral.

• Demonstrated experience in handling customer escalations, conflict resolution, and negotiation.

• Strong problem-solving skills and the ability to work effectively with minimal supervision.

• Excellent team-building capabilities, fostering a collaborative team environment—self-sufficient and resourceful.

• Proficient in the MS Office suite.

• Experience with CRM systems is a plus.

• Availability to work overtime as needed based on business requirements.

🏝️ Benefits

• Equal Employment Opportunity policy.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.

• Additional support or modifications to processes, procedures, methods of conveying information, or the physical environment as necessary.

• Accommodation provided up to the point of undue hardship.