Customer Service Specialist (English And Spanish)

Role: Customer Service Specialist

Location: Montreal, QC downtown – Hybrid after training

Are you looking to work with a dynamic team? We are currently looking for Customer Service Specialists 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:

• Manage schedule including phone calls, chats, requests, escalations and debt collections.
• Manage all company activities, organizing and implementing company strategy, as well as managing human resources.
• In charge of the 24/7 emergency structure outside normal working hours, which involves being scheduled for holidays, weekends and on-call duties.
• Responsible for managing all company activities, organizing and implementing projects.
• Resolve L1 and L2 customer queries within the working hours (9 or 24) allocated to the relevant area.
• Ensure that Level 3 customer queries are appropriately forwarded to the relevant internal departments and that responses are received within the 9 working hours allocated.
• Listen carefully to customer complaints and provide relevant feedback for improvement within 9 hours.
• Participate in customer service projects, where appropriate, and contribute to the success of the Customer Service Center.
• Responsible for the organization and implementation of all company activities, including human resources management.
• Monitor trends and provide feedback to 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! Or send your resume to Amanda at [email protected]

• Job ID / No. du Poste: 35791
• Open Positions / Postes Ouverts: 1