Bilingual Customer Service Representative

Overview

Join to apply for the Bilingual Customer Service Representative role at Xperigo .

Join our award-winning workplace and support some of the most prestigious and innovative automotive companies in the industry.

Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide best in-class customer service experiences to our clients, who range from automotive manufacturers, rental car companies and other organizations with large vehicle fleets or customer service needs. We are dedicated to driving change through innovative technology solutions to continually exceed our clients’ expectations.

What you will be doing

• Bilingual Communication : Communicate fluently in both English and French to effectively assist clients. Provide clear instructions and empathetic support to clients in distress, ensuring they feel reassured and understood throughout the call
• Customer Support Excellence : Act as the primary point of contact for customers in need of assistance / service. Offer empathic and courteous support to customers in the automotive and non-automotive space. Listen attentively to their concerns, gather necessary information, and provide guidance on next steps, including dispatching service providers, such as towing, tire changes, fuel delivery, or vehicle jump-starts or contacting emergency services if required
• Problem Resolution : Troubleshoot issues reported by customers and escalate complex cases to appropriate internal teams or management for resolution. Ensure that customer concerns are addressed promptly and are aligned to the company’s focus for quality service
• Balanced Performance : Consistently achieve all Customer Experience performance metrics monthly such as Quality of service, Customer Satisfaction, Average Handle Time, # of calls, etc. Accurately document client interactions, service requests, and resolutions
• Continuous Improvement : Identify opportunities to enhance the efficiency, performance and effectiveness of our operations. Provide feedback on process improvements, language-specific training needs, and client preferences to optimize service delivery. Complete scheduled learnings and refreshers when assigned

How you will succeed

Why life is better here

Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations through the recruitment, selection and / or assessment process. If selected to participate in the recruitment, selection, and / or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.

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