Bilingual Customer Service Representative

OverviewJoin to apply for the Bilingual Customer Service Representative role at Xperigo.Join our award-winning workplace and support some of the most prestigious and innovative automotive companies in the industry.Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide best in-class customer service experiences to our clients, who range from automotive manufacturers, rental car companies and other organizations with large vehicle fleets or customer service needs. We are dedicated to driving change through innovative technology solutions to continually exceed our clients’ expectations.What you will be doingBilingual Communication: Communicate fluently in both English and French to effectively assist clients. Provide clear instructions and empathetic support to clients in distress, ensuring they feel reassured and understood throughout the callCustomer Support Excellence: Act as the primary point of contact for customers in need of assistance / service. Offer empathic and courteous support to customers in the automotive and non-automotive space. Listen attentively to their concerns, gather necessary information, and provide guidance on next steps, including dispatching service providers, such as towing, tire changes, fuel delivery, or vehicle jump-starts or contacting emergency services if requiredProblem Resolution: Troubleshoot issues reported by customers and escalate complex cases to appropriate internal teams or management for resolution. Ensure that customer concerns are addressed promptly and are aligned to the company’s focus for quality serviceBalanced Performance: Consistently achieve all Customer Experience performance metrics monthly such as Quality of service, Customer Satisfaction, Average Handle Time, # of calls, etc. Accurately document client interactions, service requests, and resolutionsContinuous Improvement: Identify opportunities to enhance the efficiency, performance and effectiveness of our operations. Provide feedback on process improvements, language-specific training needs, and client preferences to optimize service delivery. Complete scheduled learnings and refreshers when assignedHow you will succeedHigh school diploma or equivalent qualification required; additional certifications in customer service or emergency management are a plusFluency in both English and French is essentialStrong verbal and written communication in both languages, with the ability to convey complex information clearly and conciselyExcellent interpersonal skills and cultural sensitivity to effectively interact with clients from diverse backgroundsAbility to remain calm under pressure and demonstrate empathy and professionalism when assisting clients in stressful situationsProblem-solving abilities to assess situation with a focus on delivering timely and effective solutionsFamiliarity with roadside assistance procedures, automotive terminology and geographical navigation tools is advantageousPrior experience in customer service, emergency response, or a related field is preferredWhy life is better hereCompetitive Rewards: Enjoy a competitive salary, paid vacation, and a 100% matched Defined Contribution Pension Plan. Your hard work is recognized and rewarded.Performance Incentives: Boost your earnings with opportunities for overtime pay, incentive bonuses, and performance-based rewards for delivering exceptional service.Comprehensive Development: You\'ll receive in-depth training to master customer service skills and product/service knowledge, fostering your professional growth.Holistic Health & Wellness: Your health matters, we believe that a healthy workforce is a productive one. Benefit from a comprehensive package including medical, dental, and vision coverage, ensuring your physical and mental well-being.Flexible Work Arrangements: We understand the importance of work-life balance. Depending on the nature of your role, we may offer flexible work arrangements, such as hybrid or remote work options or flexible scheduling, to accommodate your personal needs and preferencesClear Career Pathways: Grow with us We prioritize internal promotion, offering career development resources, mentorship, and advancement opportunities to help you reach your full potential.Dynamic and Inclusive Culture: Join a diverse and inclusive workplace where your unique background, perspectives, and language skills are valued and celebrated. Collaborate with colleagues from diverse cultural backgrounds and contribute to a vibrant and inclusive company cultureEmployee Assistance Program (EAP): Access confidential support for life\'s challenges, including counseling, financial guidance, and legal assistance, through our dedicated EAP.Employee Discounts and Perks: Enjoy special discounts on company services and access to perks like wellness programs, gym memberships, and corporate partnerships as a valued team member.Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations through the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.Seniority levelEntry levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesOutsourcing and Offshoring Consulting #J-18808-Ljbffr