Bilingual Customer Service Representative

4 days ago

Barrie, Canada Employment Options, Barrie Full time

Bilingual Customer Service Representative

Fillip is a Calgary-based fintech company leading the digital transformation of fleet payments. Fillip empowers hundreds of businesses with its universally accepted digital fleet card that solves the challenges of distributed payments for busy teams on the road.

The Customer Success Representative (CSR) supports clients as they transition from sales prospects to active users. Focus is client relationships using proactive engagement strategies to maintain positive experiences.

Customer Success Representative

The CSR reports to the Head of Growth & Customer Success.

**Responsibilities**:

- Assist new users/current clients with set-up, training, navigation, user support
- Promote value through client experience
- Assist with training material, onboarding support, account management
- Document and share user feedback
- Execute proactive account management techniques that drive customer outcomes, product adoption and customer experience
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Delivering on fillip standards for customer support/compliance and timelines
- Initiate engagement with internal team members and clients to support a culture of continuous improvement
- Collaborate with a world-class team:

- Communicating within the fillip team and across customers
- Track client interactions in CRM
- Work closely with the Head of Growth to align on customer expectations, trends additional service opportunities
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Work cross-functionally orchestrating results with customer success, sales, marketing, product & development, people operations and finance.

Requirements and Skills
- Bilingual
- Proven work experience as a Customer Success Representative or similar role
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of fillip fleet and CRM tools
- Accountability and personal organization are essential
- Experience working with a diverse group of clients and team members
- A communications or business diploma is preferred

**Compensation**
- $56,000/year
- Attractive bonus based on client retention targets
- Benefit plan

**Job Types**: Full-time, Permanent

**Salary**: $56,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Life insurance
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Barrie, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

Work Location: In person

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