Customer Service Representative

New Era Technology NZ; Quebec; Remote; CAD 30,000 - 60,000; Full time

Job summary

A technology solutions provider is seeking a Bilingual Customer Service Representative in Quebec. The role focuses on handling inbound calls related to Group Savings & Retirement plans. Candidates should have 1-3 years of customer support experience and be fluent in both French and English. The position offers a remote work environment with competitive benefits and a five-week training program.

Benefits

Full Benefits

Medical

Dental

Vision

Qualifications

• 1-3 years of experience in customer support with phone handling.
• Hands-on experience with ticketing systems is a significant plus.
• Being able to work sitting down for extended periods.

Responsibilities

• Respond to participant inquiries about savings and retirement plans.
• Assist clients with transactions and provide general information.
• Maintain strong client relationships through follow-up.

Skills

Bilingual (French and English)

Excellent communication skills

Analytical thinking

Customer service experience

Team player

Education

High School diploma

Tools

Ticketing systems

Job description

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Customer Service Representative

Quebec, Canada

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

New Era Technology Offers

• Full Benefits
• Medical
• Dental
• Vision
  
  

Summary

Customer Service Representative – inbound calls – Group Savings & Retirement sector. With attentive listening, professionalism, and the ability to build trust, you will deliver a high-quality, personalized customer experience. Are you driven to understand customer needs, provide tailored solutions and best advice to exceed expectations?

We are seeking bilingual, passionate individuals committed to best customer experience practices. No sales or solicitation required. Your career with i3 Vision, under an insurance client contract, begins with a five-week paid training, including full access to a trainer and coach to guide your development.

Hierarchy

PRIMARY DUTIES:

• Respond to participant inquiries about their employer-sponsored savings and retirement plans.
• Assist clients with transactions (withdrawals, deposits, retirement rollovers).
• Provide general information about the organization.
• Refer clients to specialists when needed.
• Receive, understand, resolve complaints, and offer solutions.
• Provide support and guidance while complying with internal policies.
• Perform additional related tasks as assigned by the Service Manager.
• Maintain strong client relationships through follow-up.
• Identify and suggest improvements to enhance our services.
• Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).
  
  

Compentency

• Excellent interpersonal and communication skills
• Analytical thinking, initiative (Passion)
• Compliance with standards and deadlines (Respect)
• Protecting confidentiality (Honesty)
• Attendance and punctuality (Respect)
• Quality-focused, responsible, organized, able to prioritize (Engagement)
• Team player (Collaboration)
• Financial or savings product knowledge is an asset
  
  

REQUIRED EDUCATION: High School diploma (Minimum)

EXPERIENCE: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus.

LANGUAGE SKILLS: Fluent in French and English (spoken and written).

QUALIFICATIONS: Excellent communication skills, active listening, customer service experience, problem solving abilities, time management, computer literacy, teamwork

PHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute

WORK ENVIRONMENT: Remote

EXPECTED HOURS OF WORK: 37.5hours/week — Monday to Friday, day/evening shifts (8AM–8PM rotation; overtime possible)

TRAVEL: None

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