Customer Service Representative

Job Title: Customer Service Representative

Location: Quebec City, QC (Hybrid)

Position Type

• Permanent, Full-Time

About EXFO

EXFO is a global leader in test, monitoring, and analytics solutions for telecommunications networks. Our success is built on innovation, collaboration, and the talent of our teams around the world.

Position Summary

Based in Quebec City and as part of our Customer Experience team for RFTM (Remote Fiber Test Monitoring) solutions, your primary responsibility is to enter and manage customer orders while providing exceptional service to international customers.

Key Responsibilities

• Monitor ongoing project orders, including shipments, international deliveries, and billing milestones.
• Coordinate activities with Finance, Planning, Transportation & Customs, Customer Success, and Sales teams.
• Respond promptly and professionally to customer inquiries.
• Process, document, and follow up on customer complaints.
• Maintain and improve departmental procedures.
• Maintain accurate and up-to-date records.
• Communicate effectively with internal and external customers.
• Contribute to the continuous improvement of customer service quality.
• Provide essential support during vacation periods and quarter-end activities.

Desired Profile

• Minimum of three (3) years of experience in customer service or a similar role
• Ability to work independently and collaboratively in a team environment
• Experience in a fast-paced and evolving environment
• Knowledge of basic international trade principles
• Understanding of global markets
• Strong problem-solving and analytical skills
• Ability to manage multiple priorities and meet deadlines
• Strong organizational and time management skills
• Proficiency with Microsoft Office (Word, Excel, and Outlook)
• Knowledge of SAP
• Excellent communication and interpersonal skills
• Customer-focused with a commitment to quality
• Professionalism, accountability, and attention to detail
• Positive attitude, adaptability, and team-oriented mindset
• Ability to work effectively with people from diverse cultural backgrounds

Languages

• French: Advanced
• English: Advanced (international environment)

Why Join EXFO?

• Innovative and growing technology company
• Collaborative and stimulating environment
• Projects with a real impact on business decisions
• Flexible work arrangement (hybrid)
• Comprehensive benefits package

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.