Bilingual Customer Experience Specialist

irvingoil; New Brunswick; On-site; CAD 43,000 - 51,000; Full time

Benefits offered by this job

Onsite gym access

Annual bonus plan

Pension plan

Parking allowance

Flexible benefits plan

Paid vacation

Wellness allowance

Volunteer day and donation matching

Job summary

Irving Oil is seeking a Fixed Term Customer Service Representative to engage with retail customers, log and resolve requests, and escalate issues as needed. The role emphasizes owning the consumer experience for Irving Oil Rewards and promotions, with a 6-month term and onsite work in our NB location.

Responsibilities include addressing inquiries, logging correctly, and coordinating with other departments to resolve issues within 24 hours.

Qualifications

• Post-secondary education preferred.
• Experience in a call center environment preferred.
• Bilingualism is an asset (English and French).

Responsibilities

• Understand business priorities and advise management of trends identified through issue resolution.
• Ensure accuracy when requests are logged, resolved and escalated where appropriate.
• Provide accurate and timely responses to general inquiries while answering calls within required service levels.
• Process all correspondence in relation to consumer requests, inquiries or issues within 24hrs and forward to appropriate contact for resolution.
• Work with other departments to assist in the resolution of issues and requests.
• Communicate issues and resolutions to appropriate stakeholders.
• Taking ownership for the consumer experience while maintaining professionalism at all times.
• Perform root cause investigation to identify issues.

Skills

Customer service

Multi-tasking

Team player

Communication

Rapport building

Bilingual (English & French)

Education

Post-secondary education preferred

High School Diploma or equivalent

Job description

Irving Oil is seeking a Fixed Term Customer Service Representative to engage with retail customers, log and resolve requests, and escalate issues as needed. The role emphasizes owning the consumer experience for Irving Oil Rewards and promotions, with a 6-month term and onsite work in our NB location.

Responsibilities include addressing inquiries, logging correctly, and coordinating with other departments to resolve issues within 24 hours.