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Bilingual Customer Experience Representative
1 month ago
We are seeking a highly skilled and bilingual customer experience representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients through multiple channels, including phone, email, and chat.
Key Responsibilities:- Respond to client service requests and alarms in a timely and professional manner.
- Enter work order information into our clients' third-party systems and update the progress of work orders.
- Handle critical alarms, troubleshoot issues, and dispatch technicians or suppliers as needed.
- Provide direction and information to clients and service providers to ensure excellent coordination and execution of work.
- Monitor SLA commitments and raise issues if the SLA is at risk.
- Conduct statistical analysis and reporting.
- Build and develop solid relationships with customers, dispatchers, and technical staff to retain existing customers and increase new sales.
- Manage constantly changing priorities and adapt to business needs and requirements.
- 2-4 years of previous experience in a customer support role through a contact centre.
- College/university graduate or equivalent work experience.
- Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required.
- Ability to communicate clearly and set expectations with internal and external clients.
- Good interpersonal and communication skills.
- Superior customer service skills and orientation with the willingness to actively help our clients.
- Collaborative style needed.
- Ability to maintain professionalism under stressful situations.
- Strong organizational skills with the ability to identify problems and proactively act if needed.
- Ability to plan and manage work under time constraints, without direct supervision.
- Experience working in HVAC/Building Automation industry or a related field is an asset.
- Must be available to attend and successfully complete a four (4) week full-time paid training program.
- Bilingual: English / French.
Available to work between 9:00 PM to 7:30 AM, Monday to Sunday.
We offer a wide variety of benefits, including comprehensive health, dental, and medical benefits, RSP matching, and generous vacation time. We are committed to building a diverse and inclusive workplace and encourage qualified designated group members to apply.
