Bilingual Solutions Specialist

1 week ago

Moncton, New Brunswick, Canada Xperigo Full time
About Xperigo

Xperigo is a leading provider of automotive and roadside services in Canada and the United States. With over 30 years of experience, we have established ourselves as a trusted partner for clients in the automotive industry.

Job Summary

We are seeking a highly skilled Bilingual Solutions Specialist to join our dynamic team. As a key player in our roadside assistance operations, you will utilize your linguistic skills and customer service expertise to deliver prompt and effective assistance to clients experiencing vehicle-related emergencies.

Key Responsibilities
  • Bilingual 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 call.
  • Customer 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 required.
  • Problem 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 service.
  • Balanced 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 resolutions.
  • Continuous 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 assigned.
Requirements
  • Education: High school diploma or equivalent qualification required; additional certifications in customer service or emergency management are a plus.
  • Language Skills: Fluency in both English and French is essential.
  • Communication Skills: Strong verbal and written communication in both languages, with the ability to convey complex information clearly and concisely.
  • Interpersonal Skills: Excellent interpersonal skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
  • Problem-Solving Skills: Ability to remain calm under pressure and demonstrate empathy and professionalism when assisting clients in stressful situations.
  • Knowledge and Experience: Familiarity with roadside assistance procedures, automotive terminology, and geographical navigation tools is advantageous. Prior experience in customer service, emergency response, or a related field is preferred.
What We Offer
  • Competitive Compensation Package: We offer a competitive salary commensurate with experience and skills, ensuring that your contributions are recognized and rewarded fairly. Along with 3 weeks vacation per calendar year and a defined Contribution Pension Plan, with 100% matching.
  • Performance-Based Incentives: In addition to your base salary, you'll have the opportunity to earn over-time pay, incentive bonus, and performance-based incentives, rewarding your dedication and commitment to delivering exceptional service to our clients.
  • Comprehensive Training and Development: As a Bilingual Solutions Specialist, you'll receive comprehensive training to enhance your customer service skills and familiarity with our products/services. We invest in your professional development to support your success and growth within the company.
  • Health and Wellness Benefits: Your well-being is important to us. We offer a comprehensive health benefits package, including medical, dental, and vision coverage, to support your physical and mental health needs. We believe that a healthy workforce is a productive one.
  • 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 preferences.
  • Career Growth Opportunities: At Xperigo, we believe in promoting from within and providing opportunities for career advancement. As a Bilingual Solutions Specialist, you'll have access to career development resources, mentorship programs, and promotional opportunities to help you reach your full potential.
  • Dynamic and Inclusive Work Environment: 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 culture.
  • Employee Assistance Program (EAP): We offer an Employee Assistance Program to provide confidential support and resources for personal and professional challenges you may encounter. Whether you need counseling services, financial guidance, or legal assistance, our EAP is here to help you navigate life's complexities.
  • Employee Discounts and Perks: Enjoy exclusive discounts on company products/services and access to employee perks, such as wellness programs, gym memberships, and corporate partnerships. We believe in rewarding our team members for their hard work and dedication.

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.

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