Client Support / Service Desk (bilingual)

Position Description :

Are you passionate about providing exceptional customer service? Motivated by helping others?

If you have a high attention to detail, are happy to provide a hospitable customer experience by phone and email and show patience and professionalism;

we would be interested in talking to you!

Our ideal candidate is providing a premium customer experience, supporting end-users seeking assistance and password resets as well as coordinating with team members to resolve issues in a timely and efficient manner.

Contact types include fax, mail, email, and inbound / outbound calls.

Your future duties and responsibilities :

Role and Responsibilities

• First point of contact for customers seeking assistance and / or password resets
• Working with multiple internet-based applications
• Create and assign tickets in our help-desk tool
• Escalate unresolved issues to the appropriate team members
• Work as a team to adhere to and improve internal processes
• Participate in meetings and career progression
• Various duties, projects and responsibilities assigned relating to the role
• Able to work a variety of shifts during operating hours (Monday to Friday 8am 12am AST)

Required qualifications to be successful in this role :

• Excellent customer service skills
• Excellent communication skills (written, verbal and interpersonal)
• Strong team orientation with a high level of enthusiasm
• Self-motivated with a good sense of responsibilities
• Able to multitask and work confidently with minimal supervision
• Minimum of 2+ years customer service experience
• Experience in a contact center or help desk environment troubleshooting or providing support is considered an asset
• Experience working independently and autonomously in a virtual / remote environment is considered an asset

Required Qualifications to be Successful in this role

• Must be fluently bilingual (English & French)
• You like helping people this is non-negotiable
• Aptitude for troubleshooting and providing support
• Computer multitasking; ability to work with multiple internet applications
• Proficient in use of MS Office (ie.MS Word, Excel)

Home Office / Hybrid Work Requirements

• CGI has a hybrid work environment, where members work from home some days and from the office other days.
• Home office must include a private work area that’s secure, quiet and distraction free and have reliable internet.
• Equipment required for the role will be provided (i.e.. Laptop, monitor and headset).

Education

Community college diploma and / or equivalent relevant work experience

LI-NB5

Skills :

• Customer Service & Support
14 days ago