Talent Management Advisor

CoFoMo Inc.; Montreal (administrative region); On-site; CAD 42,000 - 62,000; Full time

Job summary

CoFoMo Inc. in Montreal is seeking a customer service specialist to join our internal support team. You will handle and route requests through our ticketing system, analyze issues, and ensure timely follow-up with the relevant teams.

You will work in a hybrid model, primarily in French with functional English for daily tasks, coordinate with HR, IT and finance, and contribute to improving the employee experience and ticketing processes.

Qualifications

• 1–3 years of experience in customer service or case management.
• Ability to handle a high volume of varied requests in a structured environment.
• Experience with ticketing or request management tools like Jira/ServiceNow/Zendesk.
• Experience coordinating with multidisciplinary teams (HR, IT, Finance, etc.).
• Proficiency in Microsoft Office (Outlook, Excel, Teams).
• Be available to work in hybrid mode with a regular presence in the Montreal office.
• This position requires working primarily in French, with functional English for daily tasks.

Responsibilities

• Receive, process and route requests via the ticketing system.
• Analyze requests and categorize by area.
• Respond when possible or forward to appropriate teams with follow-up.
• Coordinate the processing of banknotes with internal teams to resolve within deadlines.
• Proactively follow up on ongoing requests and remind stakeholders.
• Document requests, actions and resolutions in the tools provided.
• Identify trends and opportunities for improvement; inform management.
• Contribute to improvements of ticketing processes and employee experience.
• Ensure compliance with policies and requirements.
• Participate in tool improvements and implementation for the ticketing system.

Skills

Customer service

Internal support

Case management

Ticketing tools

MS Office

Tools

Jira

ServiceNow

Zendesk

Job description

Here’s a brief overview of the tasks and responsibilities you’ll have:

• Ensure the reception, handling and processing of requests received by the ticketing system;
• Analyze the nature of requests and categorize them according to the areas concerned;
• Respond to requests when possible or forward them to the appropriate teams while ensuring rigorous follow-up;
• Coordinate the processing of banknotes with the various internal teams to ensure an efficient resolution within the established deadlines;
• Proactively follow up on ongoing requests and make the necessary reminders to stakeholders;
• Maintain clear, professional and courteous communication with employees throughout the processing of requests;
• Document requests, actions and resolutions in the tools provided for this purpose;
• Identify trends, recurring issues and opportunities for improvement, and inform management;
• Contribute to the continuous improvement of request management processes and the optimization of the employee experience;
• Ensure compliance with policies, procedures and requirements;
• Participate in the continuous improvement and implementation of tools to optimize the ticketing system.

The profile you are looking for is as follows:

• Have between one (1) and three (3) years of experience in customer service, internal support or case management;
• Demonstrate an ability to handle a high volume of varied requests in a structured environment;
• Experience with a ticketing or request management tool, such as Jira, ServiceNow, Zendesk or an equivalent tool;
• Experience coordinating with multidisciplinary teams, including human resources, information technology, finance or other support functions;
• Proficiency in Microsoft Office suite tools, including Outlook, Excel and Teams;
• Demonstrate an ability to document requests and ensure rigorous follow-up in systems;
• Be available to work in hybrid mode with a regular presence in the Montreal office;
• This position requires working primarily in French, while requiring a functional command of English for daily tasks. This English proficiency is essential for understanding documentation and ensuring professional communication with customers, suppliers, and colleagues across Canada.