Customer Care Specialist

6 months ago

Montréal, Canada Amilia Full time

**Who we are**:Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients

**What we do**:We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

**How we do what we do**:We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it’s outside of your department.

**Why we do what we do**:We’re not just here to sell software - we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

**What can you expect**:
As a member of the Customer Care team, you will be responsible for answering and solving customers' questions while maintaining a professional and friendly attitude. The Customer Care Specialist also establishes and builds good customer relationships by providing exceptional technical support and customer experience. The Customer Care Specialist must also work well with the rest of the support team, coordinating with them to resolve customer issues. Your ultimate goal is to WOW our customers. You will need to be available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).

**You'll be responsible for**:

- Analyze customer needs and provide a suitable solution.
- Identify and share opportunities to improve our platform.
- Diagnosing and solving technical problems.
- Follow-up with clients to ensure their technical issues are resolved.
- Inform customers about new features.
- Become an expert on the SmartRec platform

**Additional tasks**:

- Assist with shadowing, training, and helping colleagues learn about Amilia and SmartRec.
- Participate with side projects to improve the department.
- Attend product and engineering meetings/sprints to stay up to date on the product roadmap.

**What we want from you**:

- Over 2 years of experience in customer service.
- Bilingual (French and English), spoken and written.
- Experience with tools like Zendesk, Intercom, Excel, Sharepoint, Outlook, Teams, Zoom webinar (an asset)
- Available to work 5 days/week (4 weekdays from 11 am to 7 pm, and on Saturday from 9 am to 5 pm).
- Invested in continuous improvement and learning opportunities.
- Ability in Change Management.
- Methodical, organized, and solution-oriented.

**What you’ll get from us**:

- A competitive and progressive salary;
- A group RRSP employer contribution up to 5%;
- Group insurance (Life Insurance, Long term disability, Medical and Dental insurance, Telemedicine) for you and your family as well as an employee assistance program (EAP)
- A $750 wellness allowance per year;
- Weekly Bootcamp and Yoga classes for Amilia employees;
- Hybrid work (home-office), possibility to work anywhere in Québec and up to 3 months per year abroad;
- A strong work-life balance with flexible hours, a minimum of 4 weeks of paid vacations, sick and personal days;
- Skill development opportunities through engaging workshops, training, access to Udemy, and opportunities to attend conferences;
- Quarterly companywide and team bonding activities and weekly social activities to connect with your peers;
- 25% monthly discount for STM and EXO;
- Up to 15 hours of group volunteering paid per year;
- In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

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