Rep, Customer Experience

Canon Canada Inc.; Canada; Remote; CAD 43,000 - 48,000; Full time

Benefits offered by this job

Health coverage

Life insurance

Vacation & PTO

RRSP matching

Tuition assistance

Product discounts

Job summary

Canon Canada Inc. is seeking a Bilingual Customer Experience Representative to support onboarding and ongoing account health. You will monitor milestones, generate health reports, and coordinate with Sales, Service and Admin to ensure accurate data and smooth renewals.

The role requires a year of customer service experience, strong bilingual communication, and proficiency with CRM tools like Salesforce. This is a 100% remote position with benefits and growth opportunities.

Qualifications

• Minimum 1 year of work experience in a customer service or advisory role.
• Bilingual in French and English with strong communication skills.
• Basic analytical abilities to interpret data and resolve issues.
• Ability to connect information from multiple sources.
• Foundational project/process management and note-taking skills.
• Proficient computer skills to enter data and retrieve client information.

Responsibilities

• Serve as primary contact for onboarding and proactive outreach for new and existing accounts.
• Monitor contract milestones, generate health reports, and identify service friction points.
• Provide remote customer support to ensure high-value client experiences.
• Coordinate with Sales, Service and Admin to update account information and requirements.
• Conduct post-install follow-ups via phone and email to verify satisfaction.
• Create and share customer experience reports with internal teams.

Skills

Bilingual FR/EN

Customer service

Data interpretation

CRM

Project management

Time management

Salesforce

Email outreach

Phone outreach

Tools

Salesforce

Job description

Bilingual Customer Experience Representative

• Are you a proactive, customer-focused professional with a passion for building lasting relationships and driving account success?
• Are you ready to take the next step in your career, ensure customer satisfaction, and play a vital role in supporting a high-performing sales organization?

The Representative Customer Experience role acts as a primary point of contact, facilitating seamless onboarding and proactive outreach for new and established accounts. By monitoring contract milestones, generating health reports, and identifying service friction points, you will ensure our clients receive consistent, high-value support while enabling our sales teams to focus on growth.

If you are seeking an exciting opportunity and are interested in being part of a dedicated service-oriented team, you’ve come to the right place.

Key Responsibilities

• Implementation Coordination: Facilitating the transition from Sales to Service by following standardized checklists to ensure all new deal installation steps are completed
• Milestone Reviews: Executing structured performance check-ins at 3, 6, and 12-month intervals to document service levels and identify customer friction points
• Lifecycle Monitoring: Proactively monitoring lease and parts-life data within the CRM to trigger strategic outreach 6 months prior to expiration, ensuring timely hardware upgrades and contract renewals for existing accounts
• Experience Reporting: Generating and distributing "Customer Experience Report Cards" to internal teams to flag accounts requiring urgent intervention.
• Inbound Internal Support: Serving as the primary point of contact for Sales Representatives seeking status updates on new customer installations or account health.
• Post-Installation Follow-up: Conduct phone and email surveys with new customers immediately after installation to verify satisfaction with the setup.
• Auditing: Coordinating with Sales, Service, and Administration to verify and update account contact information and business requirements

To Succeed, You Will Need

• Bilingual in French and English
• A minimum of 1 year of work experience in a customer service or advisory role.
• Basic analytical skills to understand customer issues and identify appropriate resolutions or responses.
• Ability to make connections among multiple sources of data.
• Basic project/process management skills to develop and continuously improve call scripts and take customer notes...
• Basic computer/technical skills to enter data, take notes, and look up client information in Salesforce and other databases.
• Intermediate time management/multi-tasking skills to efficiently call or email prospects using targeted lists.
• Intermediate experience with email, CRM, and outbound phone prospecting.

Why Join?

REMOTE WORK

• This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

BENEFITS

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Vacation, Paid Personal Time and Sick days
• Matching RRSP contribution & Profit-Sharing Program
• Tuition Assistance Program for professional continuing education
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Community involvement
• Employee Appreciation Events

• A current vacancy exist.
• Canon Canada Inc. is committed to transparent and fair compensation and job postings. This position offers a competitive salary within the specified range. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
• Compensation Range $43,000 - $48,000 annually.

Canon has been at the forefront of digital imaging innovation for more than 80 years. Since 1973, Canon Canada has been the leading provider of consumer, business and professional digital imaging solutions to Canadians.

At Canon Canada, we've established a diverse culture that's made us a respected and successful industry leader. Canon's corporate philosophy is Kyosei: all people, regardless of race, religion or culture, harmoniously living and working together into the future. We have been recognized by Forbes as one of Canada's best employers for diversity.

We are committed to environmental sustainability and have established programs that support our Kyosei philosophy and Environmental Charter. Since 2019, Canon Canada has been named one of Canada's Greenest Employers, an award that recognizes employers leading the way in creating a culture of environmental awareness.

We offer comprehensive health and wellness benefits, learning and development opportunities, recognition programs and other perks. We want your career with us to be a journey, and we provide the tools to help you contribute and succeed from Day 1.

As an equal opportunity employer, we welcome applications from all backgrounds and are committed to supporting and celebrating the diversity in our workforce. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment. Canon Canada is proud to provide accommodation(s) during the recruitment process. For applicants requiring accommodation in the recruitment and assessment process and when hired, please contact us at [e-mail] or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.

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