Customer Service Representative

Tasks and Responsibilities:

• Swiftly responding to customer queries through live chat, phone calls, and other channels.
• Providing assistance to customers as needed, ensuring their concerns are addressed promptly and effectively.
• Qualifying incoming leads and entering relevant information into the CRM system.
• Promptly escalating serious complaints or complex issues beyond your scope to the appropriate channels.
• Identifying recurring issues and escalating them to management, accompanied by constructive suggestions for improvement when possible.
• Maintaining a consistently polite, helpful, and professional demeanor in all interactions.
• Gathering and sharing customer feedback with colleagues and other departments to drive continuous improvement in products and services.
• Participating in workshops and meetings as required for professional development.
• Onboarding new clients, ensuring a seamless integration and understanding of our services.
• Upholding client confidentiality at all times.
• Updating internal databases with information on technical issues and insightful customer discussions.
• Assisting in reporting the activities of the sales and customer service teams.
• Contributing to the creation of content for the knowledge base, support materials, and training resources.
• Coordinating and conducting demos for customers and new team members to guide them on our platform and tools.

Education and Experience:

• Bachelor's degree in a relevant discipline.
• Exceptional oral and written communication skills.
• Strong sales skills.
• 2 to 5 years of experience in the same field.
• Fluency in English and French