Multilingual Customer Support Associate

1 day ago

PointeClaire, Quebec, Canada Mircom Group of Companies Full time

Established in 1991, the Mircom Group of Companies is a leading provider of intelligent building and life safety solutions across North America.

The company serves over 100 countries worldwide, with a portfolio that includes fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom's mission is to safeguard lives and property by delivering innovative and advanced solutions tailored to diverse user needs. With a commitment to North American manufacturing, the company offers high-quality products and competitive value.

This role involves interacting with customers to address inquiries regarding products and services while maintaining exceptional customer satisfaction levels.

  • Handle incoming customer requests professionally, ensuring prompt and thorough issue resolution, quality service, and support in various areas including billing, print orders, and basic technical support.
  • Gather customer information efficiently, fulfill their needs, educate when applicable to prevent future contacts, and document interactions through contact tracking.
  • Balance company policy and customer benefit in decision-making, ensuring issues are handled in the best interest of both parties.
  • Seek process improvements to enhance the customer experience.
  • Compile and generate reports related to customer service.
  • Provide detailed information about products and services, facilitate account openings, and serve as a knowledgeable resource for customers.
  • Act as the company ambassador, advocating for customer needs, and collaborating closely with the Customer Care Manager to ensure consistent service excellence.
  • Assist with stock checks and product support.
  • Review and release orders from the logistics queue when required.
  • Engage in continuous professional development through ongoing product and customer service training.

We offer a competitive salary of $55,000 - $65,000 per annum, plus benefits including group insurance, company RRSP program, and opportunities for career growth.

To be considered for this role, you should have:

  • A minimum of 2 years' experience in customer service or a help desk capacity.
  • Post-secondary education preferred.
  • Fluency in French and English.
  • Strong commitment to customer satisfaction, demonstrated through a passion for excellence in customer care.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Pleasant, patient, and friendly attitude.
  • Ability to handle complaints, difficult customers, and make sound decisions.
  • Excellent organizational, problem-solving, time management, and attention to detail.
  • Strong work ethic, team player mentality, and accountability to customers and colleagues.
  • Experience in the fire protection, communications, and/or security industry would be an asset.
  • Microsoft Dynamics AX experience is also an asset.

Mircom is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability, or any other grounds as outlined in the Ontario Human Rights Code.

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