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 departments.

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

• Carry out 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 for shipping regular sales supply orders.

• Assemble marketing and sales materials, as well as point-of-sale (POS) materials.

• Maintain an in-depth understanding of Sym-Tech products.

• Achieve or surpass monthly call center performance and call quality targets.

• Accurately complete documentation for each transaction, ensuring CRM records are current.

• Partner closely with Accounting to guarantee precise processing of cancellations, refunds, and adjustments.

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

⛳️ Requirements

• A minimum of 3 years of customer service experience or relevant industry background.

• Bilingual proficiency in French and English (both written and spoken).

• A strong passion and commitment to consistently provide a superior customer experience with compassion.

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

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

• Proven capacity to adapt to changing circumstances.

• Excellent written and verbal communication skills.

• Demonstrated experience in customer escalation, conflict resolution, and negotiation.

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

• Strong team-building abilities to function effectively in a close-knit team environment—self-sufficient and resourceful.

• Proficient in the MS Office suite.

• CRM experience is considered an asset.

• Availability to work overtime as required by business demands.

🏝️ Benefits

• Equal Employment Opportunity policy.

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

• Accommodation available to the point of undue hardship.