Bilingual (En/Fr) Customer Support Specialist

Dayforce; Toronto; On-site; CAD 22,000 - 30,000; Full time

Job summary

Dayforce is seeking a proactive Contact Center Agent to deliver exceptional customer service across phone and email channels. You will resolve inquiries, maintain accurate records, and communicate product information with clarity to enhance satisfaction.

A strong emphasis on policy compliance and teamwork will support a seamless customer experience. We value problem-solving, patience, and the ability to handle multiple tasks while maintaining high-quality interactions.

Qualifications

• Strong verbal and written communication skills.
• Customer-focused with a commitment to service excellence.
• Solid problem-solving abilities and the ability to resolve issues promptly.
• Patient and composed with challenging customers.
• Able to manage multiple tasks while maintaining accuracy.
• Familiarity with CRM software and navigating computer systems.

Responsibilities

• Provide exceptional customer service via phone and email.
• Assess and resolve customer issues with timely solutions.
• Maintain deep product knowledge and communicate relevant information.
• Adhere to company policies and compliance standards.
• Document customer interactions and maintain records.
• Provide feedback to improve processes and offerings.
• Collaborate with team members to ensure a seamless customer experience.
• Manage customer cases and follow up on progress.

Skills

Communication

Customer focus

Problem solving

Patience

Multi-tasking

CRM proficiency

Inbound/outbound calls

Tools

CRM software

Job description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better - Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

The Contact Center Agent is responsible for delivering exceptional customer service by effectively handling customer inquiries, concerns, and issues through various communication channels. This role involves providing accurate information, resolving problems, and ensuring customer satisfaction. Contact Center Agents are expected to maintain a high level of product knowledge, adhere to company policies, manage case progress, and maintain detailed records of customer interactions. Strong communication skills, problem-solving abilities, and a customer-focused approach are essential in this role.

What You’ll Get To Do

• Customer Service: Provide exceptional customer service by addressing customer inquiries, concerns, and issues through various communication channels, such as phone and email.
• Problem Resolution: Accurately assess and resolve customer issues, ensuring their satisfaction and providing timely solutions.
• Product Knowledge: Possess a deep understanding of the company’s products or services and effectively communicate relevant information to customers.
• Compliance: Adhere to company policies, procedures, and compliance standards when handling customer interactions.
• Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Feedback: Provide feedback and insights to improve customer service, processes, or product offerings.
• Team Collaboration: Collaborate with team members, leadership, and other departments to ensure a seamless customer experience and ensure personal and team goals are met.
• Case Management: Manage customer cases, tracking progress and ensuring timely resolution and follow-up.

Skills And Experience We Value

• Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and professionally.
• Customer-Focused: A genuine commitment to providing excellent customer service and addressing customer needs effectively.
• Problem-Solving: Ability to analyze issues, identify solutions, and resolve customer problems efficiently.
• Patience: Remain patient and composed, even when dealing with challenging customers or complex issues.
• Multi-Tasking: Manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Computer Proficiency: Familiarity with customer relationship management (CRM) software and the ability to navigate computer systems efficiently.
• Inbound and Outbound Communication: Handle inbound customer calls and email inquiries, and initiate outbound communication when necessary.

What Would Make You Stand Out

• A sensitivity to people and culture.
• Advanced soft skills: exactness, positivity, empathy, and sensible thinking.
• 2+ years of prior experience in a call center role.
• Capacity to work flexible hours.
• Proven ability to be an effective, active, and engaged team member.
• Consistent delivery of high-quality interactions, all day, every day.

What’s In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

This job posting is for an existing vacancy

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

Dayforce is committed to providing accommodations for applicants with disabilities throughout the recruitment process. If you require an accommodation, please contact us at [e-mail].

About The Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company’s activities to avoid this requirement.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process.

Pour consulter cette offre d'emploi en français, veuillez utiliser le lien: https://jobs.dayforcehcm.com/fr-CA/mydayforce/alljobs