Customer Service Representative

Position Overview

dormakaba is seeking a Customer Service Representative based in Montreal for a 6-month contract . This role will report directly to the AVP, Vacation Rental Business. The Customer Service Representative is responsible for providing customer support to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. The CSR is also responsible for thoroughly entering and processing customer hardware and SaaS orders. The CSR must ensure the inbound call coverage within established targets, with courtesy, and while ensuring highest level of client satisfaction.

Total Compensation Range : $45,000 - $52,000 annually

AI Disclosure: No automated screening tools will be used during the application process

What you will do

• Answer inbound calls and consistently meet or exceed Live Handle Time targets
• Interact with customers to provide accurate information and resolve inquiries, concerns, and requests related to products and services
• Process order entries and quotation requests with accuracy and attention to detail
• Coordinate with the planning team to assign optimal lead times for customer orders
• Place purchase orders for drop-shipped products from our partner factory
• Create and maintain new customer accounts in AXAPTA and Zuora
• Apply credit memos and account adjustments in Zuora
• Maintain up-to-date knowledge of products, processes, and procedures
• Create and manage orders for Individual Home Owners

What we require

• College diploma or equivalent relevant experience
• Minimum 2 years of experience in a customer service role
• Availability to work within the 8:00 AM – 5:00 PM window
• Proficiency with Microsoft 365 applications and digital workplace tools, including Excel, Word, Outlook, Teams, and web-based platforms
• Strong organizational skills, self-motivated, and able to manage multiple responsibilities independently
• Excellent multitasking and call control abilities
• Strong customer service orientation and a client-first mindset

What we prefer

• The incumbent must work with a global multidisciplinary team
• Bilingual communication skills (French/English), Spanish is a strong an asset.

• Experience working with a global, multidisciplinary team
• Bilingual communication skills (French/English); Spanish is a strong asset
• Prior experience with ERP or CRM systems (e.g., AXAPTA, Zuora, or similar platforms)

• Experience in a high-volume call center or fast-paced customer service environment
• Familiarity with order management, invoicing, or billing processes
• Comfortable working with cross-functional teams (planning, logistics, sales)
• Adaptable and quick to learn new systems, products, or processes

What we offer

• Supporting your career development
• Employee Assistance Programs
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Virtual Healthcare Services
• Health Insurance Plan
• Pension Plan
• Unlimited Referral Reward Bonuses

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Aperçu du poste

dormakaba est à la recherche d'un(e) Représentant(e) du service à la clientèle basé(e) à Montréal, pour un contrat de 6 mois. Ce poste relève directement de la vice-présidente adjointe (AVP), Vacation Rental Business. Le/la Représentant(e) du service à la clientèle est responsable d'offrir du soutien aux utilisateurs finaux (clients) en effectuant un diagnostic de la demande tout en guidant les utilisateurs à travers des solutions étape par étape. Le/la titulaire est également responsable de la saisie et du traitement rigoureux des commandes de matériel et de services SaaS des clients. Le/la Représentant(e) doit assurer la couverture des appels entrants selon les objectifs établis, avec courtoisie, tout en garantissant le plus haut niveau de satisfaction client

Echelle salariale: 45 000 $ à 52 000 $ par année