Bilingual Customer Support Specialist

Sage City; Vancouver; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

Sage City is seeking a bilingual customer service representative to support our diverse customer base. This hybrid position requires a proactive attitude, strong problem-solving skills, and fluency in French and English, enabling assistance with product optimization and customer needs. Join us in helping millions of SMBs thrive with our innovative solutions.

Qualifications

• Experience in a customer service role is required.
• Must be fluent in both English and French, spoken and written.
• Experience with Sage products is preferred.

Responsibilities

• Manage customer calls and provide structured solutions.
• Generate leads by recommending suitable products/services.
• Collaborate with team members to enhance service quality.

Skills

Problem-solving

Customer focus

Communication

Adaptability

Proactivity

Job description

This Bilingual (French and English) role supports Sage customers by delivering exceptional, professional customer service, instilling confidence in our products and services. The role involves developing in-depth knowledge of the Sage portfolio, helping customers understand and optimize their current Sage products, and identifying additional products to support their business needs.

This is a hybrid position : 3 days / week in office

Bilingual : French / English is a must

Key Responsibilities

• Manage customer calls, providing structured solutions that resolve queries on first contact.
• Understand customer businesses to generate leads for sales by recommending suitable products / services.
• Collaborate daily with team members to discuss performance and challenges.
• Ensure excellent customer service and call standards.
• Develop questioning techniques to understand customer needs and gather information.
• Continuously develop own and colleagues' knowledge using Sage Learning, team meetings, and coaching.
• Engage with Sage's technology and understand our products and services over time.

Must have :

• Experience in a customer service role.
• Ability to listen, react, and ask open questions during calls and chats.
• Proficiency in English (verbal and written).
• Proficiency in French (verbal and written).

Preferred :

• Experience with Sage products and services.
• Experience working with operating systems and computerized applications.

Key Personal Attributes

• Strong problem-solving and troubleshooting skills.
• Customer-focused with adaptable communication skills.
• High integrity and a drive to exceed expectations.
• Curious, resourceful, and proactive in resolving queries.
• Positive attitude towards change and innovation.

Additional Information

Location : Canada, Hybrid work environment.

Working at Sage means supporting millions of SMBs globally with innovative technology. We value diversity and encourage applicants from all backgrounds to join us. For support with your application, contact [emailprotected] .

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