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Job Description:

Titre du poste : Representant(e) Service a la clientele

Lieu : Quebec, QC (mode hybride)

Type de poste : Permanent, temps plein

A propos d'EXFO

EXFO est un leader mondial en solutions de test, de surveillance et d'analyse pour les reseaux de telecommunications. Notre succes repose sur l'innovation, la collaboration et le talent de nos equipes a travers le monde.

Sommaire du role

Base a Quebec, et faisant partie de notre equipe Experience Client pour les solutions RFTM (Remote Fiber Test Monitoring), votre principale responsabilite est de saisir et de gerer les commandes des clients tout en fournissant un service exceptionnel a nos clients bases a l'international.

Responsabilites principales

• Suivre les commandes de projets en cours (expeditions, livraisons internationales et jalons de facturation).
• Coordonner les activites avec les departements Finance, Planification, Transport et Douanes, Reussite Client et Ventes.
• Repondre rapidement et professionnellement aux demandes des clients.
• Traiter, documenter et assurer le suivi des plaintes clients.
• Maintenir et ameliorer les procedures du departement.
• Tenir des dossiers precis et a jour.
• Communiquer efficacement avec les clients internes et externes.
• Contribuer a l'amelioration continue du service a la clientele.
• Assurer un soutien essentiel pendant les vacances et les fins de trimestre.

Profil recherche

• Minimum de trois (3) ans d'experience en service a la clientele ou dans un role similaire
• Capacite a travailler de facon autonome et en equipe
• Experience dans un environnement dynamique et en evolution rapide
• Connaissance des principes de base du commerce international
• Comprehension du marche mondial
• Excellentes aptitudes en resolution de problemes et en analyse
• Capacite a gerer plusieurs priorites et a respecter les echeances
• Solides competences en organisation et en gestion des priorites
• Maitrise de Microsoft Office (Word, Excel et Outlook)
• Connaissance de SAP
• Excellentes habiletes en communication et en relations interpersonnelles
• Orientation client et souci de la qualite
• Professionnalisme, rigueur et sens des responsabilites
• Attitude positive, adaptabilite et esprit d'equipe
• Capacite a travailler efficacement avec des personnes de cultures et d'horizons divers

Langues

• Francais : avance
• Anglais : avance (contexte international)

Pourquoi joindre EXFO ?

• Entreprise technologique innovante et en croissance
• Environnement collaboratif et stimulant
• Projets a impact reel sur les decisions d'affaires
• Flexibilite de travail (mode hybride)
• Gamme complete d'avantages sociaux

Job Title: Customer Service Representative

Location: Quebec City, QC (Hybrid)

Position Type: Permanent, Full-Time

About EXFO

EXFO is a global leader in test, monitoring, and analytics solutions for telecommunications networks. Our success is built on innovation, collaboration, and the talent of our teams around the world.

Position Summary

Based in Quebec City and as part of our Customer Experience team for RFTM (Remote Fiber Test Monitoring) solutions, your primary responsibility is to enter and manage customer orders while providing exceptional service to international customers.

Key Responsibilities

• Monitor ongoing project orders, including shipments, international deliveries, and billing milestones.
• Coordinate activities with Finance, Planning, Transportation & Customs, Customer Success, and Sales teams.
• Respond promptly and professionally to customer inquiries.
• Process, document, and follow up on customer complaints.
• Maintain and improve departmental procedures.
• Maintain accurate and up-to-date records.
• Communicate effectively with internal and external customers.
• Contribute to the continuous improvement of customer service quality.
• Provide essential support during vacation periods and quarter-end activities.

Desired Profile

• Minimum of three (3) years of experience in customer service or a similar role
• Ability to work independently and collaboratively in a team environment
• Experience in a fast-paced and evolving environment
• Knowledge of basic international trade principles
• Understanding of global markets
• Strong problem-solving and analytical skills
• Ability to manage multiple priorities and meet deadlines
• Strong organizational and time management skills
• Proficiency with Microsoft Office (Word, Excel, and Outlook)
• Knowledge of SAP
• Excellent communication and interpersonal skills
• Customer-focused with a commitment to quality
• Professionalism, accountability, and attention to detail
• Positive attitude, adaptability, and team-oriented mindset
• Ability to work effectively with people from diverse cultural backgrounds

Languages

• French: Advanced
• English: Advanced (international environment)

Why Join EXFO?

• Innovative and growing technology company
• Collaborative and stimulating environment
• Projects with a real impact on business decisions
• Flexible work arrangement (hybrid)
• Comprehensive benefits package

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.