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1 month ago
Job Type: Full-time Workplace type: Hybrid Offer number: 4794 EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO's unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.
Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.
Customer Service Representative
Job title: Customer Service Representative
Division/Function: Fiber Monitoring
Business unit / department: Customer Experience
Country: Canada
City: Québec
Base d i n Quebec, an d a s pa rt of our C u s t om er Exp e r i e n c e t e a m for RFTM (Remote Fiber Test Monitoring) solutions , yo ur m a in responsibility is to enter and manage Customer orders while providing exceptional service to our customers based worldwide.
M o re spe c i f ic a lly , yo ur du t i e s w ill c ons i s t o f :
Follow up, on a daily basis, the current project orders (shipment, export deliveries, invoicing milestones)
Coordinate activities and internal follow-up with other departments involved in the order processing, i.e. Finance, Planning, Transportation & Customs, Customer Success Management and Sales departments based worldwide
Respond to customer enquiries and requests rapidly and in a professional manner
Processing, documenting and following up on customer's complaints.
Maintain and develop departmental and company procedures
Keeping accurate and up to date records
Communicate effectively with all external and internal customers
Participate in the continuous improvement of our customer service quality
Provide essential service during vacation and end of quarters, as required
Req uired s k il l s
Capable to work with a team and autonomously
Knowledge of customer service in a fast-paced environment
Knowledge of the basic International Trade rules (Incoterms, means of international payments, principle of billing milestones)
Understanding of the worldwide market
Problem-solving skills to identify customer issues and requests, analyze them and propose appropriate solutions
Strong management skills to effectively plan activities, define priorities and meet deadlines.
Proficiency in Microsoft Office applications ie Word. Excel and Outlook
Knowledge of SAP
Process driven
Manage all aspects of the customers' expectations
O t h e r
Extremely customer-oriented
Action- and results-driven
Adaptability, agility and flexibility
Rigor and organization
Good analytical skills and judgment
Manage multiple orders
Commitment to quality
Highly professional and take responsibility for own actions
Excellent communication and interpersonal skills both verbal and written
Promote a "team player" attitude and respect
Positive attitude, enthusiastic and self-motivated
Sensitive to cultural diversity
Education and Experience
Minimum of three (3) years of experience in customer service and in a similar position
Written and spoken English and French
Written and spoken Spanish would be an asset
Any relevant studies will be considered.
EXFO is an equal opportunity employer.
Thanks for your interest in EXFO.
If you have questions, please write us at
Représentant(e) Service à la clientèle
Titre du poste: Représentant(e) Service à la clientèle
Division/Fonction: Surveillance de la fibre
Unité d'affaires / département: Expérience client
Pays: Canada
Ville: Québec
Basé au Québec, et faisant partie de notre équipe Expérience Client pour les solutions RFTM (Remote Fiber Test Monitoring), votre principale responsabilité est de saisir et de gérer les commandes des clients tout en fournissant un service exceptionnel à nos clients basés dans le monde entier.
Plus précisément, vos tâches consisteront à
Suivre, sur une base quotidienne, les commandes de projets en cours (expéditions, livraisons à l'international, jalons de facturation).
Coordonner les activités et faire un suivi à l'interne avec les autres départements impliqués dans le traitement des commandes, à savoir les départements Finance, Planification, Transport et Douanes, Responsable de la réussite des clients et le département de Ventes basés dans le monde entier.
Répondre rapidement et de manière professionnelle aux demandes de renseignements et aux requêtes des clients
Traiter, documenter et suivre les plaintes des clients.
Maintenir et développer les procédures du département et de l'entreprise
Tenir des dossiers précis et à jour
Communiquer efficacement avec tous les clients externes et internes
Participer à l'amélioration continue de la qualité de notre service à la clientèle.
Assurer un service essentiel pendant les vacances et à la fin des trimestres, selon les besoins.
Compétences requises
Capacité à travailler en équipe et de manière autonome
Connaissance du service à la clientèle dans un environnement en évolution rapide
Connaissance des règles de base du commerce international (Incoterms, moyens de paiement internationaux, principe d'un agenda de facturation)
Compréhension du marché mondial
Aptitude à résoudre les problèmes afin d'identifier les questions et les demandes des clients, les analyser et proposer des solutions appropriées.
Compétences en gestion pour planifier efficacement les activités, définir les priorités et respecter les délais.
Maîtrise de Microsoft Office, c'est-à-dire Word. Excel et Outlook
Connaissance de SAP
Orienté vers les processus.
Gérer tous les aspects des attentes des clients
Autre
Extrêmement orienté vers le client
Orienté vers l'action et les résultats
Adaptabilité, agilité et flexibilité
Rigueur et organisation
Bonne capacité d'analyse et de jugement
Capacité à gérer plusieurs commandes
Engagement vers la qualité
Haut niveau de professionnalisme et responsabilité de ses actes
Excellentes aptitudes à la communication et aux relations interpersonnelles, tant à l'oral qu'à l'écrit
Promouvoir l'esprit d'équipe et le respect.
Attitude positive, enthousiasme et avec une motivation personnelle
Sensible à la diversité culturelle
Formation et expérience
Minimum de trois (3) ans d'expérience dans le service à la clientèle et dans un poste similaire.
Anglais et français parlés et écrits
L'espagnol écrit et parlé serait un atout.
Toute formation pertinente sera prise en considération.
EXFO est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi.
Nous vous remercions de l'intérêt que vous portez à EXFO.
Si vous avez des questions, veuillez nous écrire à l'adresse suivante :
EXFO is an equal opportunity employer Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.
For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.
Do you have questions about this career opportunity or our hiring process? Contact us at or, if you are applying for a job located in Mexico, at
Thank you for your interest in EXFO
