JOB SUMMARY

Canadian Cattle Identification Agency (CCIA) is looking for a Bilingual Client Support Specialist to join our team. In this customer-facing role, you will be the first point of contact for clients, assisting them with inquiries, troubleshooting issues, and ensuring they receive outstanding service. You will play a key role in supporting our software-as-a-service (SaaS) tools and maintaining strong client relationships within the financial services and agriculture sectors.
The successful candidate will combine strong communication skills with attention to detail, adaptability, and professionalism. This position requires proficiency in both English and French, along with the ability to handle a high volume of interactions in a fast-paced environment.

EDUCATION AND EXPERIENCE

• High school diploma required; post-secondary education considered an asset.
• Minimum 5 years of experience in client service (retail, call centre, IT support, or similar).
• Fully bilingual in English and French (written and spoken).
• Strong communication, problem-solving, and organizational skills.
• Professional phone manner with the ability to remain composed under pressure.
• Confident using Windows-based applications and navigating multiple systems at once.
• Ability to multitask, prioritize, and manage workload independently.
• Experience in the livestock or agricultural industry is an asset.
• Willingness to follow a structured schedule and adapt to changing demands.

• Serve as the first line of support for incoming phone calls, emails, faxes, and system-generated requests.
• Respond to French-speaking clients and provide accurate translations for other departments when needed.
• Enter, update, and maintain client records with accuracy while ensuring database integrity.
• Address client inquiries related to livestock indicator sales, order management, and general account issues.
• Troubleshoot problems by researching solutions, collaborating with internal teams, and following issues through to resolution.
• Participate in assigned projects under the direction of the National Client Support Manager.
• Ensure call centre service levels are consistently met or exceeded.
• Represent CCIA at industry events and tradeshows as assigned.
• Adapt to new training and initiatives as business priorities evolve.
• Perform additional duties as required.