Spécialiste du Soutien à la Clientèle Bilingue

at  NCRi Inc

QUI SOMMES-NOUS ?

CXAi est une organisation mondiale de gestion de l’expérience client, alimentée par le numérique et fournie par l’humain, avec plusieurs sites au Canada et à l’étranger. Nous fournissons une large gamme de solutions d’affaires pour aider les entreprises à prospérer. Nous sommes un partenaire recherché pour les solutions CX omni-canal, la transformation numérique, le conseil et les solutions technologiques.
Notre mission est d’offrir à nos clients une expérience client de haut niveau, en tirant parti d’une connaissance opérationnelle approfondie et d’une expertise en matière de processus, d’une pile technologique solide et polyvalente et d’une empreinte géographique diversifiée. Nous nous concentrons sur l’engagement précoce avec nos clients et utilisons une approche consultative pour comprendre en profondeur les marques de nos clients, et concevoir des solutions personnalisées pour des problèmes complexes.

YOUR MISSION

We’re seeking a highly motivated Bilingual Customer Support Specialist with financial background to join our dynamic team. This role will be the first point of contact for our customers, ensuring they receive top-notch service and support. The ideal candidate is a problem-solver who thrives in a fast-paced environment.

Core Responsibilities (include, but not limited too)

• As the primary point of contact for our clients, the Customer Support Specialist must provide exemplary customer service.
• Quickly identify hardware, operating system and networking issues during clients interactions.
• Help update knowledge base by identifying and reporting issues.
• Resolve client problems in a professional manner, escalating issues as required.
• Maintain customer records by updating account information in the database.
• Contribute to team effort by accomplishing related results as needed.

REQUIREMENTS AND SKILLS

What do you need to bring to the table? Here’s what we’re looking for:

• Proven experience as Financial Customer Support Specialist - 1 + year in the role
• Flexibility to work rotating 8- hour shifts, including evening and weekends.
• Familiarity with CRM systems and practices. You know your way around a database and understand the importance of keeping records up-to-date.
• Customer orientation and ability to adapt/respond to different types of characters. You’re a people person. You can handle all kinds of customers and still keep your cool.
• Ability to multitask, prioritize, and manage time effectively. You’re a pro at juggling tasks and can get things done in a fast-paced environment.
• Strong verbal and written communication skills and problem-solving skills in French and English.
• Patient and cool under pressure.

HOME OFFICE EQUIPMENT REQUIREMENTS :

• Equipment will be provided by the company
• Successful candidates will be pre-screened by our technical support team to ensure they meet all requirements to continue, before being invited to training.
• Broadband Internet with wired connection from computer to modem. Speed must be 50 MPBS upload and 20 MPBS download.

• As the primary point of contact for our clients, the Customer Support Specialist must provide exemplary customer service.
• Quickly identify hardware, operating system and networking issues during clients interactions.
• Help update knowledge base by identifying and reporting issues.
• Resolve client problems in a professional manner, escalating issues as required.
• Maintain customer records by updating account information in the database.
• Contribute to team effort by accomplishing related results as needed