Bilingual (En/Fr) Customer Support Specialist

About the opportunity

The Contact Center Agent is responsible for delivering exceptional customer service by effectively handling customer inquiries, concerns, and issues through various communication channels. This role involves providing accurate information, resolving problems, and ensuring customer satisfaction. Contact Center Agents are expected to maintain a high level of product knowledge, adhere to company policies, manage case progress, and maintain detailed records of customer interactions. Strong communication skills, problem-solving abilities, and a customer-focused approach are essential in this role.

What you’ll get to do

Customer Service: Provide exceptional customer service by addressing customer inquiries, concerns, and issues through various communication channels, such as phone and email.

Problem Resolution: Accurately assess and resolve customer issues, ensuring their satisfaction and providing timely solutions.

Product Knowledge: Possess a deep understanding of the company’s products or services and effectively communicate relevant information to customers.

Compliance: Adhere to company policies, procedures, and compliance standards when handling customer interactions.

Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints.

Feedback: Provide feedback and insights to improve customer service, processes, or product offerings.

Team Collaboration: Collaborate with team members, leadership, and other departments to ensure a seamless customer experience and ensure personal and team goals are met.

Case Management: Manage customer cases, tracking progress and ensuring timely resolution and follow-up.

Skills and experience we value

Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and professionally.

Customer-Focused: A genuine commitment to providing excellent customer service and addressing customer needs effectively.

Problem-Solving: Ability to analyze issues, identify solutions, and resolve customer problems efficiently.

Patience: Remain patient and composed, even when dealing with challenging customers or complex issues.

Multi-Tasking: Manage multiple tasks simultaneously while maintaining accuracy and attention to detail.

Computer Proficiency: Familiarity with customer relationship management (CRM) software and the ability to navigate computer systems efficiently.

Inbound and Outbound Communication: Handle inbound customer calls and email inquiries, and initiate outbound communication when necessary.

What would make you stand out

A sensitivity to people and culture.

Advanced soft skills: exactness, positivity, empathy, and sensible thinking.

2+ years of prior experience in a call center role.

Capacity to work flexible hours.

Proven ability to be an effective, active, and engaged team member.

Consistent delivery of high-quality interactions, all day, every day.