Customer Experience Agent – Tier 1

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

📋 Description

• Address customer inquiries through phone, email, chat, and other designated channels in both English and French.

• Resolve standard customer issues by following established procedures.

• Escalate complex, sensitive, or unresolved situations to Tier 2 or 3 agents or the CX Supervisor.

• Follow up on outstanding cases to guarantee resolution and customer satisfaction.

• Keep up-to-date with products, services, policies, and support processes.

• Consistently apply workflows and service standards.

• Record customer interactions, issue specifics, and resolution outcomes in the CRM system.

• Gather and log customer feedback, recurring themes, and pain points.

• Share patterns in customer inquiries with the CX Supervisor to facilitate process and product enhancements.

• Engage in team meetings, training sessions, coaching, and quality assurance evaluations.

• Work collaboratively with agents, support staff, and other departments to ensure service continuity and resolve cross-functional issues.

• Achieve or surpass response time, first-contact resolution, and customer satisfaction (CSAT) KPIs.

• Maintain precision, suitable tone, and adherence to brand guidelines during customer interactions.

⛳️ Requirements

• Bilingual proficiency in French and English, both written and spoken, is essential.

• Ability to commit to a fixed shift either from Sunday to Thursday or Tuesday to Saturday, including evening hours during the week.

• At least one year of experience in an inbound call center setting, ideally assisting multiple brands.

• Must reside in Ottawa or Quebec, Canada.

• Reliable attendance and performance, including adherence to required shifts, weekday evenings, and some holidays.

• Capacity to utilize established workflows, service standards, and documentation protocols.

• Proficient in accurately documenting customer interactions, issue specifics, and resolution results in a CRM system.

• Capability to meet or exceed KPIs such as response time, first-contact resolution, and customer satisfaction.

• Ability to uphold quality standards in customer interactions in both English and French.

🏝️ Benefits

• Annual bonus.

• Employer-matched RRSP.

• Comprehensive Medical/Dental/Vision insurance with generous employer contributions.

• Three weeks of paid vacation.

• Twelve paid holidays.

• Paid community service day.

• Flexible work schedule.

• Annual wellness allowance.

• One paid mental health day per year.

• Automatic work-from-home contribution included in each paycheck.

• Employee Assistance Program (EAP).