Customer experience manager Jobs in Quebec City, QC

Job Description

Job Description : \n\nWe are seeking an Bilingual Associate Customer Experience Specialist in the Canada. This is a Remote work from home position, and individual is required to reside and be authorized to work in the Canada and be fluent in French Canadian and English. Bilingual- English and French-Canadian fluency required.At First Advantage (Nasdaq : FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.What You’ll Do : As an Bilingual Associate Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment)100% remote- Canada Based.Scheduled Start Date : TBDTraining (first 4 weeks) : 8am - 5pm ET (Mon-Fri)Post Training : Day Shift : 10am -6pm ET (Mon-Fri) or Night Shift : 12pm-8pm ET (Mon-Fri) Bilingual- English and French-Canadian fluency required.The rationale for this requirement is rooted in our operation as a global organization that caters to a diverse client base, including both English and French speakers. To provide adequate support and ensure high-quality service for all our clients, it’s crucial for our employees occupying these roles to possess proficiency in English and French. This capability not only enhances communication with clients but also fosters stronger relationships and a deeper understanding of their needs.Responsibilities : Efficient Application Login & Availability- Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks. This includes systems like CRM, background check databases, call center technology, and communication tools like Outlook / Teams. Adherence to a strict schedule is required to meet customer needs.Managing Customer Interactions Across Channels- Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced. Use available controls to manage availability status, ensuring you are ready to assist when required.Effective Inquiry Handling & Issue Resolution- Determine the purpose of each contact through targeted questions, as no scripts are used. Interactions vary from rescheduling appointments to troubleshooting login issues. Each situation requires a tailored response, and solutions are provided based on the customer's unique needs.Multi-tasking for Accurate Problem Resolution- Resolve customer issues quickly and accurately by utilizing information within various business applications, resources and FA-supported customer platforms. This involves navigating various systems, reviewing client-specific fact sheets for standard operating procedures, and account details, while efficiently navigating multiple screens and systems to retrieve relevant data, enter search queries, and mange tasks simultaneously, all in real-time, to resolve cases and document efficiently and accurately.Professional & Empathetic Communication- conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone. Explain the situation clearly and outline the steps you will take to address and help resolve the issue.De-escalation & Quality Control- Manage and de-escalate customer frustrations effectively. Calls are monitored for quality assurance and performance development, so agents must demonstrate professionalism under pressure and contribute to a positive customer experience.Accurate & Timely Documentation- Document all interactions in Company systems promptly and accurately. This includes capturing the reason for contact, details shared with clients or escalation teams, actions taken, resolutions, and necessary follow-ups. Tickets may need to be entered and assigned to other departments, who may also need to be contacted in real-time during the interaction. Additionally, screen captures may be required for case documentation. Ensure all documentation is completed during contact itself or within two minutes of contact closure to prepare and be ready for the next inquiry.Effective Internal Communication & Follow-up- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details.Continuous Learning & Training- Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs and services. This may include online courses, live or virtual sessions, and review of reference materials sent by email to ensure compliance with FA’s processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help / resource center to access the latest information and guidelines.Contributing to Knowledge Base & Improvement- Contribute to the company’s knowledge reference center by helping enhance resources for future cases. Share insights and promote content that aids customer service improvement across the organization.Work Pace and Performance Management- Manage your work pace and quality to meet performance goals, such as call volume, length of call, quality assurance scores, customer satisfaction, compliance with processes, confidentiality, and professionalism. Act on feedback from supervisors and performance metrics to continuously improve efficiency and effectiveness, ensuring adherence to company standards, regulatory requirements and best practices.What You Will Need to be Successful : Two years of experience in customer-facing or knowledge delivery role preferred.Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).Use multiple software applications and systems simultaneously with ease.Quickly assess customer needs and resolve issues efficientlymunicate professionally and empathetically, both verbally and in writing.Document all customer interactions accurately and follow procedures closely.Willingness to learn new tools, processes, and adapt to changing customer needs.Maintain a calm, empathetic, and solution-focused demeanor in all situations.Demonstrate strong time management by handling tasks and applications efficiently.Multitask effectively in a fast-paced environment while ensuring high-quality service.Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.Adapt quickly to new systems, product updates, and changes in customer requirements.Collaborate with internal teams to share information and ensure timely issue resolution.Knowledge of common computer configurations and strong computer navigation skills.Prior experience with Microsoft Windows Operating Systems.Other requirements for Remote support : For remote, you must have a dedicated workspace that is free from distractions and ensures privacy.Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.This role routinely uses standard office equipment such as a computer, keyboard, and phone.Why First Advantage is Your Next Big Career Move First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.Additional benefits offered to our eligible people please ask for details.What Are You Waiting For? Apply Today!You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law. Version française Nous recherchons un Spécialiste bilingue de l'expérience client au Canada. Il s'agit d'un poste à distance, depuis votre domicile. Le candidat doit résider et être autorisé à travailler au Canada, et parler couramment le français canadien et l'anglais. Bilinguisme requis : anglais et français canadien.Chez First Advantage (Nasdaq : FA), les personnes sont au cœur de tout ce que nous faisons. De nos clients et partenaires à notre plus grand atout : les membres de notre équipe. Fonctionnant avec empathie et compassion, First Advantage favorise une main-d'œuvre mondiale inclusive, dévouée à la diversité des voix qui composent nos talents et nos produits. Les membres de notre équipe s'encouragent mutuellement à être eux-mêmes et traitent tout le monde avec respect, intégrité et équité.Découvrez une carrière enrichissante et rejoignez l'un des principaux fournisseurs de solutions de vérification des antécédents essentielles à la mission de certaines des marques les plus reconnues du classement Fortune 100 et Global 500.Ce que vous ferez : En tant que Spécialiste associé en expérience client, vous serez en première ligne pour fournir un service de haute qualité à nos clients et à leurs candidats par le biais de divers canaux de communication, y compris la voix, le chat et le courrier électronique. Vous gérerez plusieurs applications commerciales, traiterez les demandes des clients et résoudrez les problèmes de manière efficace et professionnelle. Vous fournirez des solutions rapides avec une approche empathique. Ce poste requiert une bonne capacité à effectuer plusieurs tâches à la fois, une bonne maîtrise des applications commerciales et un état d'esprit axé sur le client afin d'assurer une expérience sans faille et la satisfaction de tous les clients.Tous les employés travaillant à distance doivent être filmés pendant toutes les sessions de formation, y compris les séances d'orientation des nouveaux employés et les réunions avec les dirigeants et les clients. Le travail à domicile nécessite une connexion Internet suffisamment rapide pour prendre en charge les systèmes FA ; une vitesse de téléchargement minimale de 120 Mbps et une vitesse de chargement minimale de 10 Mbps sont requises. Les ordinateurs doivent être connectés à un routeur par câble (nous fournissons l'équipement).100 % à distance - Basé au Canada.Date de début prévue : TBDFormation (4 premières semaines) : 8 h - 17 h (heure de l'Est) (du lundi au vendredi)Après la formation : Équipe de jour : 10 h - 18 h (heure de l'Est) (du lundi au vendredi) ou Équipe de nuit : 12 h - 20 h (heure de l'Est) (du lundi au vendredi) Maîtrise bilingue de l'anglais et du français canadien requise.Cette exigence se justifie par le fait que nous sommes une organisation mondiale qui s'adresse à une clientèle diversifiée, comprenant à la fois des anglophones et des francophones. Afin de fournir un soutien adéquat et d'assurer un service de haute qualité à tous nos clients, il est essentiel que nos employés occupant ces fonctions maîtrisent l'anglais et le français. Cette capacité permet non seulement d'améliorer la communication avec les clients, mais aussi de renforcer les relations et de mieux comprendre leurs besoins.Responsabilités : Connexion efficace aux applications et disponibilité - Connectez-vous rapidement à plusieurs applications professionnelles et restez disponible pendant les heures de travail prévues, à l'exception des pauses programmées. Il s'agit notamment de systèmes tels que le CRM, les bases de données de vérification des antécédents, la technologie des centres d'appels et les outils de communication tels que Outlook / Teams. Le respect d'un calendrier strict est nécessaire pour répondre aux besoins des clients.Gestion des interactions avec les clients à travers les canaux - Répondez aux contacts clients entrants par le biais du chat, de la voix, du courrier électronique et des nouveaux canaux de communication au fur et à mesure qu'ils sont introduits. Utilisez les contrôles disponibles pour gérer le statut de disponibilité, en vous assurant que vous êtes prêt à aider en cas de besoin.Traitement efficace des demandes et résolution des problèmes - Déterminer l'objectif de chaque contact par des questions ciblées, car aucun script n'est utilisé. Les interactions varient de la reprogrammation de rendez-vous à la résolution de problèmes de connexion. Chaque situation nécessite une réponse adaptée, et les solutions sont fournies en fonction des besoins uniques du client.Multi-tâches pour une résolution précise des problèmes - Résoudre les problèmes des clients rapidement et avec précision en utilisant les informations contenues dans les diverses applications commerciales, les ressources et les plates-formes clients soutenues par l'AF. Cela implique de naviguer dans différents systèmes, d'examiner les fiches d'information spécifiques aux clien