Location : Longueil , Quebec (Hybrid work for now with 2 days Onsite , Can be fully onsite on requirement of the client),
Duration : 6 months ,
Working Hours : 8 AM to 5 PM ,
Language : English is a must. French is an asset.

Job Description :
You will be aligned with our Customer Support and Query Management team. The team is accountable for managing first line customer support for our client. You will represent the team on our client site to provide customer service excellence to our client s customer base by responding to their queries and handling escalations or complaints. You will also liaise and collaborate with client stakeholders and or senior leadership to address urgent and or sensitive Customer situations.

Key Responsibilities : You will help the team with the below :
Actively manage our client s customer queries by responding to inbound outbound calls and providing email chat support in a timely manner
Handle complex queries with high-net-worth clients, that require urgency and coordination with multiple client stakeholders
Understand and record customer query in incident ticket, diagnose and troubleshoot issue to identify best solution to resolve query or manage hand off to client Business Unit for resolution
Follow up with customers and or other key stakeholders to close incident tickets within the service level agreement time frame
Manage prioritization and work on high priority and important customer
Collaborate with team and key stakeholders to continuously improve processes and identify opportunities to enhance customer experience
Recognize and highlight trade compliance concerns to Team Lead and Global Trade team
Support and assist with ad hoc service delivery reporting. Provide summary and read out to senior leadership team
Support and assist with ad hoc testing and scenario creation for system changes improvements
Collaborate with client technology support teams to restore any unplanned service application downtime e.g., VPN, portal, etc.

Basic Qualifications:

• Minimum 2 years Customer Service Experience

Preferred Skills:

• Handle complex queries with high-net-worth clients
• Coordination with multiple client stakeholders to get the desired results on priority basis
• Strong communication verbal and written and interpersonal skills
• Positive attitude and results oriented to drive customer resolutions
• Perform under pressure, adapt and be flexible to address unplanned issues disruptions
• Ability to establish strong customer and client relationships
• Demonstrate aptitude for problem solving, connecting end to end processes scenarios
• Work independently and within a team environment
• Basic computer skills working knowledge in MS Outlook, PowerPoint and Excel
• Bilingual English and French an asset
• Demonstrated leadership, teamwork and collaboration in professional setting; either military or civilian

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: $21.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Longueuil, QC: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Front desk: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Work Location: One location

Expected start date: 2023-02-16

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