Bilingual (Eng / FR) Customer Experience Representative

The Carlstar Group; Waterloo; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading manufacturing company is seeking a Bilingual Customer Experience Representative in Waterloo, ON. This role involves responding to inquiries, resolving issues, and supporting marketing efforts through social media engagement. Candidates should have 2+ years of B2B customer service experience and be fluent in English and conversational French. Strong communication and problem-solving skills are essential.

Qualifications

• At least 2 years of B2B Customer Service experience required.
• Fluency in English and conversational French required.
• Strong attention to detail and problem-solving skills required.

Responsibilities

• Respond to customer inquiries via various channels.
• Resolve product or service issues effectively.
• Maintain accurate records of customer interactions.
• Collaborate with marketing to promote new products.

Skills

Bilingual (English / French)

Customer focus

Problem-solving

Attention to detail

Interpersonal skills

Written and verbal communication

Education

Secondary school diploma

Post-secondary education in marketing or communications

Tools

Microsoft Office

Social media tools

JD Edwards software

Salesforce

Job description

Description

The Carlstar Group, a division of Titan International, is seeking a Bilingual (English / French) Customer Experience Representative for our Waterloo, ON corporate office. This role involves supporting customer service inquiries, providing exceptional service by answering questions, resolving issues, and offering information about projects and services. The position reports directly to the Director of Sales Canada.

Essential Responsibilities

• Respond to customer inquiries via phone, email, chat, or social media promptly and professionally.
• Resolve product or service issues by identifying causes and offering effective solutions.
• Maintain accurate records of customer interactions and transactions.
• Escalate unresolved issues to appropriate internal teams.
• Stay informed about product knowledge and company policies.
• Assist in creating and scheduling content for social media platforms (Facebook, Instagram, LinkedIn, X).
• Monitor and respond to customer comments and messages on social media.
• Support marketing campaigns by gathering customer feedback and insights.
• Collaborate with the marketing team to promote new products, services, and events.
• Track engagement metrics and report on social media performance.

Qualifications

• Secondary school diploma required; post-secondary education in marketing, communications, or related field preferred.
• At least 2 years of B2B Customer Service experience required.
• Fluency in English and conversational French required.
• Strong attention to detail and problem-solving skills required.
• Excellent customer focus, service orientation, and interpersonal skills required.
• Strong written and verbal communication skills required.
• Proficiency in Microsoft Office required; social media tools strongly preferred.
• Working knowledge of JD Edwards software and Salesforce is considered an asset.