Bilingual Customer Support Analyst (French & English)

Camis Inc; Guelph; Remote; CAD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking a Bilingual Customer Support Analyst to deliver outstanding service to clients and colleagues. In this dynamic role, you will be the voice of the customers, providing support for inquiries and resolving issues with professionalism and poise. This position offers an opportunity to work in a fast-paced environment, where your skills in customer service and bilingual communication will shine. Join a team that values diversity and inclusion, and be part of a culture that promotes respect and belonging. If you are passionate about helping others and thrive under pressure, this role is perfect for you.

Qualifications

• Bilingual in French and English with exceptional customer service skills.
• Previous call center experience and strong problem-solving abilities.

Responsibilities

• Provide exceptional customer service and support over the phone.
• Handle escalated customer inquiries and complex complaints.

Skills

Exceptional customer service skills

Bilingual (French and English)

Call center experience

Problem-solving skills

Ability to multitask

Reliability

Professional communication skills

Online resource utilization

Job description

Camis is looking for a Bilingual Customer Support Analyst to provide support to both Camis employees and clients. Customer Support Analysts are the most senior customer service agents in the call centre environment. They respond to inquiries from the front-line reservation agents, as well as handling inbound customer inquiries for a variety of clients. They act as the voice of our clients when speaking to the public.

Camis expects you to, above all, provide exceptional customer service to callers in a friendly, courteous, and professional manner.

What you will be doing:

1. Providing support over the telephone, working with customers and customer service agents to gather information and resolve issues.
2. Handling billing and policy inquiries.
3. Providing basic software troubleshooting for customer service agents.
4. Providing support for complex customer complaints while maintaining superior customer service and high performance.
5. Completing special projects as per the requirements of Camis clientele.
6. Handling escalated customer questions and concerns.

What you will bring to the role:

1. Exceptional customer service skills.
2. Professional oral and written language skills in both French and English.
3. Previous call center or customer care experience.
4. Poise and diplomacy under pressure.
5. Reliability with regards to attendance.
6. Previous experience utilizing online resources.
7. Troubleshooting and problem-solving skills.
8. Willingness to take initiative.
9. Ability to multitask.

The Details:

1. Start date: Monday, January 20, 2024
2. Remote Training Schedule:
   • Formal Training: January 20 - January 31
     Monday - Friday, 5:00 PM - 9:00 PM
   • Hands-on Training with the CSA Team: February 3 - February 7 - Flexible hours
3. Hours after training: 25-35 weekly
   • Evening and weekend coverage will be required frequently, though shifts may occasionally fall outside these times.
4. Hours of operation: 7:00 AM - 10:00 PM – 7 days a week
5. End of Contract date: October 3, 2025

Camis is committed to fostering a culture that celebrates diversity and inclusion with intentional focus on recruiting and retaining employees from diverse backgrounds, creating awareness of diversity issues and benefits, fostering a supportive environment where inclusivity is expected and prioritized, and holding ourselves accountable in promoting this perspective throughout the organization. The Camis team strives to collectively promote a culture that empowers our employees and fosters values of respect, inclusion, and belonging across the company.