Bilingual Call Center Agent

Overview

Description

The Bilingual Call Center Agent is the main point of contact for 360.Agency clients. Your mission: handle incoming calls and requests from our clients while delivering a VIP customer experience! These requests cover a wide range of questions or issues related to our websites, CRM, and other SM360 applications. Speed, empathy, and proactivity will be your best assets to provide exceptional service quality.

Responsibilities

• Respond to incoming client calls and emails
• Perform live Level 1 technical troubleshooting
• Provide clear explanations and tailored solutions to client needs
• Collaborate with internal teams to escalate more complex issues
• Maintain a positive and professional attitude at all times

Main Tasks And Responsibilities

• Build and maintain a relationship of trust with clients
• Be able to maintain a high satisfaction level with clients
• Understand the client’s needs and have the ability to communicate them to internal teams
• Communicate with clients via phone or e-mails to convey information, or to plan or confirm a meeting
• Coordinate problems resolution for our clients, internally as well as externally
• Be sure of the application and good use of the strategic plans of clients
• Guide clients so they have better web experiences
• Analyze and present monthly analytic reports
• Organize formations for clients
• Promote the use of CA360 tools for our clients
• Inform our clients of our offers, products and services
• Document communications with the different clients
• Respect confidentiality of clients information by applying the personal information protection policy
• Participate in meetings, workshops, and in individual performances workshops
• Perform any other task required

Required Qualifications

• Excellent communication competencies in French and English (written and oral)
• Customer service experience
• Analytical skills
• Problem solving skills
• Team player
• Knowledge of digital marketing

Benefits

Work environment

• Located in Griffintown close to public transportation
• Beautiful, open and modern work environment
• Hybrid work and flexible hours
• 100% reimbursed transportation card
• Summer hours*
• Computer equipment provided for home and office use

Welfare

• Full group insurance from day 1
• Unlimited virtual medical clinic for you and your family
• Discounts at various partners (Strom SPA, Gym)

Entertainment & Other

• Social events: happy hour, team dinners, Halloween, Christmas party, children’s Christmas
• Coffee, tea, snacks (candy bars and cereal bar) and drinks available
• Opportunity to work from abroad for 4 weeks per year*
• conditions apply