Bilingual Customer Service Agent

Software Paradigms International; Blainville; On-site; CAD 42,000 - 52,000; Full time

Job summary

Software Paradigms International is seeking a customer service professional to support clients via phone, chat and email, delivering accurate information and resolving inquiries.

You will handle data entry, research, and follow-up to ensure satisfaction, while communicating clearly in both French and English and leveraging a CRM system.

Qualifications

• General experience in customer service.
• Bilingual in French and English, written and spoken.
• Familiarity with CRM systems; comfortable with technology.

Responsibilities

• Answer customer requests through phone, chat, and email.
• Perform data entry and conduct research.
• Interact with customers to provide information and resolve complaints.
• Answer requests quickly and communicate across channels.
• Assess needs and propose appropriate solutions.
• Ensure customer satisfaction with professional service.

Skills

General customer service

Bilingual in French & English

Tech-savvy / ease with technology

CRM experience

Branch experience (asset)

Tools

CRM system

Job description

YOUR CHALLENGES

Support customers by offering valuable and accurate information while answering questions and handling complaints about products and services.

YOUR RESPONSIBILITIES

• Answer customer requests through various channels (phone, chat, email);
• Perform data entry and conduct research;
• Interact with customers to provide them with the information requested on products and services and process and resolve complaints;
• Answer customer requests quickly;
• Communicate with customers through various channels;
• Assess customers’ needs and propose adequate solutions;
• Ensure customer satisfaction and offer professional customer service.

YOUR SPECIFIC MEASURES OF SUCCESS

• Service level;
• Average processing time;
• Average response time;
• CSAT;
• CES.

WHAT WE ARE LOOKING FOR

• General experience in customer service;
• Experience with a CRM, an asset;
• Ease with technology;
• Bilingual, (French and english, written and spoken);
• Previous branch experience, an asset;
• Knowledge of health and safety, an asset.