Customer Service Executive

Dexian; Montreal (administrative region); On-site; CAD 38,000 - 48,000; Full time

Job summary

Dexian is seeking a bilingual Client Service Representative in Montreal for a 6-month contract. You will manage complex client requests at first contact, delivering accurate information on retirement and investment products, and guiding customers through forms and policy requirements in both French and English.

You will use several administrative systems to resolve inquiries, support a collaborative team, and contribute to a high-performing service experience while meeting productivity and

Qualifications

• Fluent bilingualism in French and English is required (spoken and written).
• Strong customer service focus and communication skills.
• At least 1 year of work experience in a contact center.
• Knowledge of company policies, procedures and concepts.

Responsibilities

• Handle increasingly complex client service requests at initial contact.
• Provide accurate information on retirement products.
• Use multiple systems to resolve inquiries within service standards.
• Assist customers with completing forms and policy requirements.
• Respond to inquiries on retirement and investment policies.
• Identify trends and report issues to improve service.
• Support a collaborative team and maintain strong client relationships.
• Meet productivity, accuracy and CX metrics.
• Process transactions for clients when required.

Skills

Bilingual (French/English)

Customer service focus

Contact center experience

Policies & procedures knowledge

Job description

Duration: 6 months contract (with possibility of extension/conversion)

Responsibilities

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.
• Provide accurate and complete information and insight on retirement products the member may have.
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards.
• Assist customers with the completion of appropriate forms and other policy requirements.
• Respond to customer inquiries on retirement and investment policies.
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
• Keep current with company policies, procedures, and processes.
• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).
• Process transactions on behalf of clients if/when required.

Candidate Requirements/Must Have Skills

• 1. Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English
• 2. Customer service focus and skills
• 3. Work experience in contact center is necessary. (minimum 1 year)
• 4. Knowledge of our business policies, procedures, and concepts

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting‑edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory‑changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.