Client Services Representative

TransPerfect; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

TransPerfect in Toronto is seeking a Customer Services Representative to provide high-quality technical and operational support to clients and users. Based in our Toronto office, you will join a North America hub serving US, Canada, LATAM, Europe, and more, delivering accurate service experiences.

You will help users navigate the VDR platform, handle support queries, assist with client training, and coordinate with internal teams to meet timelines in a fast-paced B2B environment.

Qualifications

• Native-level English with excellent written and verbal communication.
• Minimum of two years of experience in a B2B environment.
• Tech-savvy with the ability to adapt to new software; training will be provided.

Responsibilities

• Provides first-line technical and operational support to clients and users across the VDR platform.
• Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, and reporting.
• Monitors progress and ensures deliverables for the client are accurate and timely; coordinates with internal teams across regions.

Skills

Communication

Team player

Problem-solving

Technical aptitude

Job description

Are you an experienced and passionate customer services professional? Do you enjoy supporting users and providing an excellent service experience? If so, look no further.

We are expanding our Toronto team and looking for highly motivated professionals with technical aptitude and superior communication skills. We are looking for people who thrive on working with clients, take ownership of diverse tasks, and pride themselves on delivering outstanding customer service.

The Role

The Customer Services Representative reports directly to the Customer Services Director and is responsible for providing high-quality technical and operational support to clients and users.

This role is based in TransPerfect's Toronto office, which acts as a North America hub supporting users across the US, Canada, LATAM, Europe, and other regions as required.

The CSR helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.

The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.

Your Responsibilities

Client Support and Communication

• Provides first-line technical and operational support to clients and users across the VDR platform.
• Nurtures and develops effective and positive relationships with clients.
• Anticipates and manages clients' needs effectively.
• Acts as the main point of contact and assumes responsibility for multiple client engagements.

Platform Support and Training

• Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, reporting, and other VDR processes.
• Manages and hosts online client training sessions.
• Investigates user issues, gathers the required details, and escalates technical matters internally where needed.

Delivery and Internal Coordination

• Monitors progress and ensures deliverables for the client are accurate and timely.
• Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.
• Follows all applicable Best Practice and Workflow procedures.

Documentation and Administration

• Ensures proper documentation for job tracking and billing information is current and accurate.
• Maintains clear and accurate records of client interactions, support requests, actions taken, and follow-up requirements.
• Performs additional duties as reasonably requested.

Your Profile

Communication and Client Service

• Native-level English fluency, with excellent written and verbal communication skills.
• Comfortable speaking to a wide range of B2B customers.
• Highly motivated team player with excellent communication and interpersonal skills.
• Resilient with a positive can-do attitude.

Experience and Technical Aptitude

• Minimum of two years of experience in a B2B environment.
• Tech-savvy with the ability to adapt to new software and tools. Training will be provided.
• Previous experience in a technology, software, or IT company is beneficial but not required.

Working Style

• Exceptional attention to detail, accuracy, and active listening skills.
• Capable of multi-tasking, working under pressure, and meeting strict deadlines.
• Willing to grow, develop, and continually learn new skills.

Location and Availability

• Based in or near Toronto and able to commute to TransPerfect's Toronto office daily.
• Available to work either 9 AM to 6 PM or 10 AM to 7 PM, depending on the vacancy.