Bilingual Customer Care Analyst / Analyste de Service à la Clientèle Bilingue

TD SYNNEX; Mississauga; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

A leading technology company is seeking a detail-oriented Customer Care Analyst in Canada. You will resolve customer inquiries, maintain CRM relations, and collaborate with internal departments. The ideal candidate should possess a high school diploma, 3 years of customer service experience, and bilingual communication skills in English and French. This role offers a hybrid work model and opportunities for professional growth.

Benefits

Career growth programs

Health and wellness seminars

Community engagement opportunities

Qualifications

• Minimum of 3 years customer service experience required.
• Strong verbal and written communication skills in English and French.
• Ability to multi-task and prioritize.

Responsibilities

• Communicate with customers before and after sales via multiple channels.
• Support sales team by maintaining positive customer relations.
• Research and resolve customer issues involving various internal departments.

Skills

Bilingual communication (English/French)

Analytical skills

Customer service experience

Problem solving skills

Communication skills

MS Office (Word, Excel, Outlook)

Education

High school diploma

University degree (preferred)

Job description

About the Role

We are looking for a detail-oriented, hands‑on, results‑driven Customer Care Analyst with proven communication skills and a strong work ethic to work in a challenging, fast‑paced, energetic environment with responsibilities that include resolving customer inquiries pertaining to return authorizations and shorts and damaged or lost shipments. You will perform research as needed to facilitate prompt resolution based on policies and procedures, with a minimum of 3 years of prior working customer service experience and excel at working in a team environment. Candidate must reside in Greater Golden Horseshoe and have bilingual (English / French) communication skills.

What You'll Do

Communicate directly with customers before and / or after sales, via telephone, email, chat or through other social media platforms.

Supports sales team by developing and maintaining positive customer relations (CRM) with clients / customers and substantially impact service and / or product revenue(s).

Interface with several internal departments to research and resolve issues - RA Receiving, Traffic, Inventory Control, Buyers, Product Management, Financial Services, Sales, and externally with vendors.

Collaborate with customers and / or distributors to receive accurate account of equipment failures and provides reports to management.

Focus of work may be in pre‑sale or post‑sales or both.

Issue Return Authorizations numbers (RA’s) for products purchased from TD Synnex within Return Policy Guidelines.

Research and resolve customer problems - shipping discrepancies, tracer requests, credit and debits when required to reconcile the account and obtain the necessary sign‑off.

Work in a safe manner. Be conscious at all times, of safety on the job, by adhering to the established health & safety measures and practices of the company. Report workplace hazards and any violations of the relevant legislation to the employer.

What We’re Looking For

Minimum completion of high school plus a minimum of 3 years prior working experience in a customer service role with analytical responsibilities.

University degree is strongly preferred

Strong verbal and written professional communication skills in English and French.

Ability to multi‑task and prioritize.

Working knowledge of MS Office-Word, Excel, Outlook.

Problem solving skills.

Computer product knowledge an asset.

Enjoy working in a busy, high volume transaction environment

Core competencies include analytical skills, communication skills, dependability, listening and negotiating skills, organizational and multi‑tasking and a high degree of quality customer service.

Working Conditions

Professional, office environment.

Hybrid work model : 3 days in office, 2 days remote

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À propos du Rôle

Nous recherchons un(e) analyste du service à la clientèle minutieux(se), pratique, axé(e) sur les résultats, doté(e) de compétences éprouvées en communication et d’une solide éthique de travail, pour évoluer dans une équipe dynamique, rapide et énergique. Les responsabilités incluent la résolution des demandes des clients concernant les autorisations de retour ainsi que les expéditions manquantes, endommagées ou perdues. Vous effectuerez des recherches au besoin afin de faciliter une résolution rapide, conformément aux politiques et procédures. Un minimum de 3 ans d’expérience préalable en service à la clientèle est requis, ainsi qu’une aptitude à travailler efficacement en équipe. Le candidat doit résider dans la région élargie du Golden Horseshoe et posséder des compétences bilingues (anglais / français).

Ce que Vous Ferez

Communiquer directement avec les clients avant et / ou après la vente, par téléphone, courriel, clavardage ou autres plateformes de médias sociaux.

Soutenir l’équipe des ventes en développant et en maintenant des relations positives avec les clients (CRM), ayant un impact significatif sur les revenus des services et / ou produits.

Interagir avec plusieurs départements internes pour rechercher et résoudre des problèmes — réception des RA, trafic, contrôle des stocks, acheteurs, gestion de produits, services financiers, ventes — et avec des fournisseurs externes.

Collaborer avec les clients et / ou distributeurs pour obtenir un compte rendu précis des défaillances d’équipement et fournir des rapports à la direction.

Travailler en prévente ou en après‑vente, ou les deux

Émettre des numéros d’autorisation de retour (RA) pour les produits achetés chez TD SYNNEX conformément aux lignes directrices de la politique de retour.

Rechercher et résoudre les problèmes des clients — écarts d’expédition, demandes de traçage, crédits et débits nécessaires pour équilibrer le compte et obtenir les approbations requises.

Travailler de manière sécuritaire, en respectant en tout temps les mesures et pratiques établies en santé et sécurité au travail. Signaler les dangers et toute violation de la législation pertinente à l’employeur.

Ce que Nous Recherchons

Diplôme d’études secondaires complété, avec un minimum de 3 ans d’expérience en service à la clientèle avec responsabilités analytiques.

La préférence sera accordée aux candidats détenant un diplôme universitaire.

Excellentes aptitudes pour la communication professionnelle, tant à l’oral qu’à l’écrit, en anglais et en français.

Capacité à gérer plusieurs tâches et à établir les priorités.

Connaissance pratique de MS Office — Word, Excel, Outlook.

Compétences en résolution de problèmes.

Connaissance des produits informatiques, un atout.

Apprécier travailler dans un environnement transactionnel à volume élevé.

Compétences clés : analyse, communication, fiabilité, écoute et négociation, organisation, multitâche, et sens élevé du service à la clientèle de qualité.

Conditions de Travail :

Environnement professionnel, de bureau.

Modèle de travail hybride : 3 jours au bureau, 2 jours à distance.

Key Skills

At TD SYNNEX, our values guide everything we do : Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits : Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career : Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on‑demand courses.
• Elevate Your Personal Well‑Being : Boost your financial, physical, and mental well‑being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion : It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer‑to‑peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co‑workers within your first 30 days through our onboarding program.
• Connect with Your Community : Participate in internal, peer‑led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!