Customer Experience Agent

Customer Service

Québec, Québec

Posted 2 days ago

Are you known for your strong customer service skills, your calmness in complex situations, and your ability to find concrete solutions for clients?

Whether by phone or chat, do you enjoy handling cases, resolving issues, and contributing to an exceptional customer experience? This role is for you!

We are currently looking for a Customer Experience Agent to join our distribution center team located at 100 rue Chabot, Québec City!

Why you’ll love joining us as a Customer Experience Agent

• Competitive compensation based on your experience;
• A permanent full-time position, 40 hours per week;
• A stable daytime schedule, Monday to Friday from 9:30 AM to 6:00 PM;
• 10 paid statutory holidays, which is two more than the legal standard;
• Comprehensive group insurance (including dental) with employer contribution;
• Generous employee discounts on all our products;
• Participation in a Fondaction RRSP program;
• Employee assistance program;
• Easily accessible location by public transit with free parking;
• A respectful and supportive work environment where your voice matters and your ideas are heard;
• A network of passionate colleagues. Here, we work together, support one another, and innovate;
• As a rapidly growing company with multiple projects underway, there are many opportunities for advancement within the group.

Your mission as a Customer Experience Agent

• Primarily respond to incoming calls, emails, and customer requests throughout the entire customer journey, including support and follow-up on online orders, from sale to delivery and after-sales service;
• Identify issues and ensure proper handling of service requests;
• Process daily delivery reports;
• Handle sometimes difficult conversations with customers and negotiate first-line solutions in accordance with company policies and procedures;
• Schedule appointments with internal technicians and subcontractors;
• Follow up with customers regarding their files;
• Monitor orders, exchanges, or replacements of parts and/or products;
• Accurately document customer interactions in various systems and technological tools;
• Collaborate with different departments to ensure quick and effective resolution of cases;
• Actively contribute to maintaining a high-quality customer experience.

What you need to succeed as a Customer Experience Agent

• Minimum of 2 years of customer service experience;
• Recognized for your patience, listening skills, and dynamism;
• Ability to adapt quickly and learn efficiently;
• Strong computer skills, including MS Office;
• Organizational skills, autonomy, and attention to detail;
• Good knowledge of problem-solving best practices and ability to think creatively;
• Discretion and professionalism in all interactions;

Do you think you’re the person we’re looking for to turn every interaction into a positive experience?

Send us your CV now through this site. We look forward to getting to know you!