Customer Service Specialist (English And Spanish)

Role: Customer Service Specialist
Location: Montreal, QC downtown – Hybrid after training

Contract: End date is January 31st 2026, possibility of extension.

Languages: English and Spanish required.
Are you looking to work with a dynamic team? We are currently looking for a Customer Service Specialist to be part of our client’s team of professionals.
Reporting to the Montreal Customer Service Center Manager, you will be responsible for providing the highest level of customer service to the customers, including airlines, travel/cargo agents and third parties.
The position encompasses all areas of customer service, including communication and request processing, as well as contact and document management.
Responsibilities:

Deliver excellent customer service in English, Spanish, and other languages by phone and email, maintaining over 92% satisfaction daily.

Support IATA’s 24/7 emergency service, including shifts on weekends, holidays, and on-call hours.

Spot sales opportunities during customer interactions and suggest appropriate products or services.

Handle Level 1 and Level 2 customer issues within the set business hours (9 or 24, depending on the case).

Escalate Level 3 issues to the right internal teams and ensure replies within 9 business hours.

Address customer complaints with care and share feedback for improvement within 9 hours.

Join customer service projects when needed and help improve the service center.

Work with teammates to improve overall customer service.

Manage 30+ tasks daily, including calls, chats, emails, escalations, and collections.

Track trends and share insights with management.
Requirements:
2+ years' experience in a customer service environment using multiple communication channels (telephone, chat, CRM system).
College diploma is required, a relevant University Degree is preferred.
Fluency in spoken and written English and Spanish, and knowledge of other languages is an asset.
Knowledge of financial services, industry intelligence, training and publications is an asset.
Knowledge of SAP, CRM systems (Sales Force) and Microsoft applications (Advanced Excel, Advanced Power Point, Power BI, Outlook, SharePoint).
Great opportunity, apply today!
#QPQC

Contract Info / Information sur le contrat