Customer Service Representative

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

Job summary

A leading technology services company is seeking a Customer Service Representative to deliver personalized customer experiences in the Group Savings & Retirement sector. The role requires bilingual candidates, and offers a supportive environment with comprehensive training. Responsibilities include responding to inquiries, assisting with transactions, and maintaining client relationships. Ideal for individuals with strong communication skills and experience in customer support.

Benefits

Full Benefits

Paid Training

Qualifications

• 1–3 years of experience in customer support.
• Hands-on experience with ticketing systems is a significant plus.
• Fluent in French and English (spoken and written).

Responsibilities

• Respond to participant inquiries about their employer-sponsored savings and retirement plans.
• Provide support and guidance while complying with internal policies.
• Maintain strong client relationships through follow-up.

Skills

Excellent interpersonal and communication skills

Analytical thinking

Customer service experience

Problem solving abilities

Teamwork

Job description

Join New Era Technology, where People Firstis 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

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)
• Financial or savings product knowledge is an asset

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

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

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