Remote Customer Service Email Response Jobs in Quebec

*This is a Remote position in Canada.

Business hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST. Agents work a 40-hour work week during business operations, scheduled in 8.5-hour shifts that include a 30-minute unpaid lunch break.

We're Looking For:

We are seeking a Bilingual Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer-centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first-contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.

You Are:

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.

• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.

• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. While on a call or chat, you will be required to navigate multiple systems and software.

• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively.

• Technically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.

You Will:

• Handle inbound customer inquiries and provide timely and accurate responses.

• Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner.

• Work within multiple channels to include chat, case (written), and phone calls (verbal).

• Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience.

• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.

• Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.

• Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.

Must Have's:

• Bilingual in English & French.

• 3+ Years of customer service or technical support experience.

• Bachelor's degree in business or other related field. May have related experience in lieu of a degree.

• Proficiency in handling customer inquiries, resolving issues, and managing customer expectations.

• Strong organizational and time management skills.

• The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once.

• Excellent oral and written communication skills.

• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.

• Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.

• Experience with SalesForce or any CRM and Contact Center telephony system.

• Technical troubleshooting experience in a SaaS environment.

Nice to Have's:

• Experience using CRM software for tracking customer interactions.

• Previous experience in the automotive industry.

• Existing familiarity with our specific product offerings.