Bilingual Client Support Expert

4 weeks ago

Toronto, Ontario, Canada CB Canada Full time


Position Overview:

The Bilingual Customer Support Specialist plays a crucial role in overseeing and managing various processes within the Contingent Workforce/SOW (Statement of Work) program and the associated worker lifecycle. This role is dedicated to delivering exceptional customer service to internal teams, clients, vendors, and users utilizing a range of Vendor Management Software solutions.


Key Responsibilities:

  • Serve as the primary contact for inquiries and requests via phone and email from diverse users (both internal and external).
  • Diagnose and address program-related questions and concerns, leveraging knowledge of various Vendor Management Software to resolve functional issues.
  • Ensure accurate resolution of issues and inquiries within established service level targets.
  • Maintain and update Standard Operating Procedures (SOP) to ensure efficient operations in collaboration with onsite or off-site team members.
  • Oversee and track IT ticket logs for ongoing problems and their resolutions.
  • Utilize tracking systems to document issues for future reference.
  • Provide training on the VMS system to engagement managers to promote effective usage.
  • Assist in training peers on standards and practices within the Customer Support division.
  • Create instructional documentation.
  • Contribute to generating reports that measure performance against Service Level Agreements (SLAs).
  • Analyze findings and trends to recommend enhancements for quality and operational efficiency.
  • Perform additional duties as assigned that align with the role.


Preferred Qualifications:

  • Exceptional communication and interpersonal skills, both verbal and written; strong organizational abilities; professional demeanor; proactive and enthusiastic; capable of building relationships and fostering long-term mutual benefits with diverse business and technical teams.
  • Ability to work independently with minimal supervision.
  • Effectively manage customer expectations through timely feedback and proactive communication.
  • Demonstrated knowledge of procurement, sourcing, or contingent workforce management.
  • Capacity to handle multiple projects and tasks simultaneously while taking direction from various sources.
  • Flexibility and adaptability to changing circumstances.
  • Ability to translate functional system-related issues into clear business language for end users.
  • Proficient in troubleshooting user issues.
  • Strong critical thinking skills with a creative approach to problem-solving.
  • Capability to cross-train and transition responsibilities to support staff.
  • Experience with Vendor Management Systems (VMS), particularly Fieldglass or similar systems such as Beeline or PeopleFluent.
  • Familiarity with ERP HR software solutions (SAP, PeopleSoft, Success Factors, Workday, etc.).
  • Experience in a call center environment and with ticketing systems.
  • Bilingual proficiency in French and English is preferred.


About the Company:

CB Canada is dedicated to delivering innovative solutions and services that enhance our clients' efficiency in contingent staffing and improve overall business profitability. With over 30 years of expertise in agency and vendor management, our software is trusted by numerous clients.

Our platform harnesses the capabilities of Salesforce, enabling seamless integration with databases, ERP, HRIS, onboarding, and offboarding systems, as well as custom applications. This synchronization allows for real-time data flow, empowering optimal management of the non-employee workforce.

At CB Canada, we strive to cultivate an environment that promotes the development of dedicated individuals who value integrity, honesty, openness, personal excellence, continuous self-improvement, and mutual respect. We are committed to equal employment opportunities in accordance with applicable laws.

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