Customer Service Agent

Would you like to take on a new professional challenge by contributing to the success of a growing organization dedicated to transforming the deposit system into a global leader?

Our mission is to modernize Quebec's deposit system, particularly by establishing a network of 400 return locations across the province.

Consignaction is a deployment-mode organization, where the pace of work is guided by key steps related to the opening of return locations, the implementation of efficient processes, and the establishment of a sustainable operational structure.

Join our team to actively contribute to reducing waste.

Job Presentation

Under the supervision of the Customer Service Manager, the Customer Service Agent assists citizens in understanding the modernized deposit system, supports users of new return locations across the province by providing superior customer service, resolves issues, and ensures their satisfaction.

Benefits of Working with Us

• Hybrid work mode;
• Simplified retirement plan with employer contribution up to 5%;
• Collective insurance plan including telemedicine;
• On-site parking and accessible by public transportation.

Main Tasks and Responsibilities

• Provide high-quality customer service by phone, email, and other communication channels, in a high-volume interaction context;
• Ensure clear and professional communication in French and English, taking into account the multicultural nature of the clientele;
• Provide accurate information about the deposit system and offered services;
• Record, document, and follow up on complaints and comments from citizens, clearly identifying the nature of the cases;
• Collaborate with other services to resolve issues raised by citizens;
• Apply the complaint management process, ensuring the satisfaction of the parties involved;
• Ensure that each interaction ends with the confirmation of the satisfaction of the parties involved;
• Maintain a record of complaints and follow up on corrective actions and continuous improvements;
• Assist users of the mobile application, particularly for electronic refunds and associated services;
• Show proactivity in handling complaints and analyze potential sources of dissatisfaction;
• Apply internal procedures and ensure compliance with regulatory requirements;
• All other related tasks.

Education

• College education or cumulative relevant experience.

Experience and Knowledge

• Minimum 2 years of experience in a similar role in customer service;
• Excellent mastery of French, both oral and written, and good knowledge of English;
• Excellent verbal and written communication skills;
• Ability to manage a high volume of calls and emails in a dynamic environment;
• Ability to manage complex and stressful situations with professionalism and diplomacy;
• Sense of organization and initiative;
• Ability to manage different types of stakeholders;
• Proficiency in Microsoft 365 tools;
• Experience in a regulated environment (an asset);
• Ability to work autonomously and in a team;
• Knowledge of Quebec's deposit system (training provided).
• Employment Type: Full-time permanent 37.5 hours per week
• Working Hours: Monday to Friday

Work Location: Hybrid, offices are located in Saint-Laurent.

Who Are We?

The Quebec Association for the Recovery of Beverage Containers (AQRCB) is the designated management organization (DMO) for the development, implementation, funding, and management of the modernized deposit system according to the Extended Producer Responsibility (EPR) principle. It brings together the various beverage producers involved in the recovery, reuse, recycling, and valorization of beverage containers in the province of Quebec.