GardaWorld - French Customer Service - Edmonton

GardaWorld; Edmonton; On-site; CAD 42,000 - 54,000; Full time

Job summary

GardaWorld in Edmonton, Alberta is seeking a Customer Service Representative who will be the voice of the company, delivering exceptional service to internal and external customers. The role requires organizational skills, strong communication, and a willingness to work in a fast-paced, proactive environment.

You will be part of a collaborative team, handling inquiries, resolving issues, and supporting continuous improvements for clients and operations.

Qualifications

• High school diploma.
• Customer Service experience for a minimum of 1 year.
• Collection experience is an asset.
• Technical support experiences an asset.
• Excellent verbal and written communication skills.
• Ability to collaborate well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations.
• On-call work may be required.
• Weekend, evenings, and statutory holiday work may be required.
• Office position.

Responsibilities

• Confident and professional responding to customer inquiries by using the tools and resources provided.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Exceptional problem-solving skills.
• Resolve customer concerns by asking clarifying questions and following up to ensure resolutions.
• Make recommendations on improvements or changes that may benefit our clients.
• Know the products inside and out to answer questions promptly.
• Communicate and coordinate with colleagues as necessary.
• Will take on other projects and duties as assigned.

Skills

Verbal communication

Written communication

Customer service

Sales experience

Education

High school diploma

Job description

Select how often (in days) to receive an alert:

GardaWorld - French Customer Service - Edmonton

Business Unit: Corporate

Career Area: Operations and Administration

Location: Edmonton, Alberta, CA

JOB DESCRIPTION – Customer Service Representative

Who We Are:

GardaWorld is a global champion in security services, integrated risk management and cash solutions, employing more than 132,000 highly skilled and dedicated professionals. Driven by a relentless entrepreneurial culture and core values of integrity, vigilance, trust, and respect, GardaWorld offers sophisticated and tailored security and technology solutions through high-touch partnerships and consistently superior service delivery. With a deep understanding that security is critical to conducting business and keeping communities safe, GardaWorld is proud to be the long-standing security partner of choice to some of the most prominent brands, Fortune 500 corporations and governments.

Our mission:

Our mission is simple: To make the world a safer place by protecting our clients’ people, assets, and operations across the globe.

We can achieve this mission only through upholding the highest standards in all the jurisdictions in which we operate. We are a value-driven organization and are proud of our work and our goal-oriented mindset. Our core values of integrity, trust, vigilance, and respect are reflected in everything we do across all our operation.

Your Role:

A Customer Service Representative is the voice of the company. It is crucial to ensure that exemplary service is delivered to all internal and external customers. A customer-oriented focus is necessary to preserve long term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills, displays good-judgment, and has experience in a direct selling environment in proactive customer development. You are part of a collaborative team that supports you, your ideas, and your success.

Key Performance Indicators:

• Phone Service Level: 85% of calls answered within 60 seconds
• Call Quality: Quarterly Score of 90%
• Performance %: Quarterly Score of 100%
• Average Handle Time: < 5:00 Minutes
• Podium Review Invitations: 120 Invites/Quarter
• Ticket Closure Rate: 70% closed within 7 days

Job Duties & Responsibilities, include but not limited to:

• Confident and professional responding to customer telephone inquiries by using the tools and resources provided to you.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Exceptional problem-solving skills.
• Able to resolve customer concerns by asking clarifying questions such as determining the cause of the problem; selecting and explaining the best solution; expediting corrections; following up to ensure resolutions.
• Make recommendations on improvements or changes that may benefit our clients and increase efficiencies.
• Knowing the products inside and out so you can answer questions promptly and with confidence.
• Communicating and coordinating with colleagues, as necessary.
• Willing to take on other projects and duties as assigned.

Skills/Qualifications:

• High school diploma.
• Customer Service experience for a minimum of 1 year.
• Collection experience is an asset.
• Technical support experiences an asset.
• Excellent verbal and written communication skills.
• Ability to collaborate well with a team that is multigenerational and multi-level skill sets.
• Sales experience is a plus.
• Experience handling customer escalations.
• On-call work may be required.
• Weekend, evenings, and statutory holiday work may be required.
• Office position.

Report To: Customer Experience Team Lead & Customer Experience Manager

#SSAlarm

GardaWorld: Make the world a safer place

GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.

Job Segment: Direct Sales, Data Entry, Technical Support, Risk Management, Sales, Administrative, Customer Service, Technology, Finance