Bilingual Customer Experience Representative

Ainsworth Inc; Mississauga; On-site; CAD 26,000 - 40,000; Full time

Benefits offered by this job

Health insurance

RSP matching

Generous vacation

Employee discounts

Job summary

GDI Ainsworth is seeking bilingual (English/French) Customer Experience Representatives to handle calls and emails from clients across North America. You will listen, support and problem-solve, delivering high-quality service in a team-oriented environment.

This role offers learning and development opportunities, a comprehensive benefits package including health insurance and RSP matching, and a total compensation approach with incentives.

Qualifications

• Bilingual English/French required.
• Strong customer service and active listening.
• Excellent verbal and written communication.
• Proficient with CRM software and typing.
• Ability to ask probing questions, show empathy and urgency.
• Motivated by helping others and building trust.
• Excellent interpersonal skills.

Responsibilities

• Handle calls or emails from clients for service or operations.
• Respond accurately and explain solutions to ensure client satisfaction.
• Engage in active listening and confirm information.
• Meet or exceed call centre metrics while delivering high-quality service.
• Create and process work order requests and purchase card requests.
• Provide support on Pcard administrative reports.
• Manage client portal and SLA requirements.
• Coordinate urgent requests with appropriate individuals.
• Handle requests primarily from your location, with possible North America scope.
• Adhere to the company’s quality standards.

Skills

Bilingual English/French

Customer service

Active listening

Verbal and written communication

CRM software

Typing skills

Empathy

Sense of urgency

Interpersonal skills

Education

High school diploma

Further education/experience preferred

Tools

CRM software

Job description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the GDI Ainsworth team today!

Job Summary

GDI Ainsworth is looking for Bilingual candidates (English/French-speaking) who enjoy challenges and who love helping customers. We offer the opportunity to learn and develop your skills and talents in a rewarding career through our advancement program. At GDI Ainsworth, our customers are our top priority. As Customer Experience Representatives (CER’s) you will believe in high-quality customer experiences. Using phone calls and emails as your everyday working tools, you will be there to listen, support and problem solve GDI Ainsworth client’s requests from across North America.

Key Responsibilities

• Receive calls or emails requests from clients for various reasons related to service or daily operations.
• Responding efficiently and accurately to caller, explaining possible solutions and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information.
• Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
• Create and complete work order requests on all incoming calls and email requests.
• Create and complete purchase order/purchase card requests on incoming calls or email requests.
• Provide support on Pcard administrative reports.
• Manage Work Order requests, maintain client’s portal and mindful of client’s requirements and SLA.
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner.
• As the focus will be to handle requests from your primary location, but you could be exposed to requests from all over North America.
• Adhere to the Company’s Quality standards.

Qualifications

• High school diploma.
• More education or experience is always preferred.
• Bilingualism (English/French) is required
• Exceptional customer service, active listening skills.
• Verbal and written communication skills, professional tone.
• Can adapt quickly to changing situations.
• You are motivated by helping others and gaining people’s trust.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask probing questions, show empathy and have a strong sense of urgency.
• Excellent interpersonal skills

Availability

Looking to fill morning, afternoon, and weekend shifts and can be discussed if selected for an interview.

The pay range is $19.00 to $29.00 per hour. Actual salaries will vary based on factors such as education, experience, knowledge, skills, and abilities, as well as alignment with market data. The base salary is just one component of Ainsworth’s total compensation package, which also includes additional rewards and benefits such as short-term incentives and health insurance, among others.

Why work at GDI Ainsworth?

GDI Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

• Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
• Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives
• Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

GDI Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

GDI Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference