Customer Experience Technician

As a Customer Experience Technician, you will be called upon to collaborate closely with internal teams and customer service representatives. You will play a key role combining administrative support, order management, and reception duties.

You will act as a specialist in order management while actively contributing to the efficiency of administrative processes related to the sales cycle.

Part of your work will be done at the reception of our Quebec office to welcome our clientele and employees. You will also have access to all the necessary tools to perform administrative, order processing, and customer tracking tasks.

In a context of technological evolution, you will also be called upon to use modern digital tools, including artificial intelligence, to optimize certain tasks, improve processes, and support the operational efficiency of the team.

Your Role

Participation in the Sales Cycle

• Enter orders from SAP and CRM, and obtain the necessary approvals when required
• Enter repair orders and understand certain technicalities of our devices
• Perform corrections and release of targeted orders
• Manage tax certificates
• Issue credits, debits, and special invoices as needed

Administrative Management and Systems

• Use various transactions in SAP, CRM, and other internal systems to complete various administrative tasks
• Ensure the processing of credit card orders via a customer portal
• Create and maintain customer accounts in our databases, using various validation tools

Customer Support

• Respond to customer requests from various email boxes (order tracking, delivery delays, simple technical requests)
• Provide email and phone support when required
• Welcome customers at the reception, answer calls, and direct incoming communications

Continuous Improvement and Innovation

• Identify opportunities for process and work method optimization
• Actively participate in the improvement and evolution of internal procedures
• Use and explore artificial intelligence and digital technologies to increase the efficiency and quality of administrative work

Technical Skills

• Proficiency in working with various computer systems (SAP, CRM, databases)
• Good understanding of modern digital tools and interest in emerging technologies
• Ability to use or learn to use artificial intelligence tools in an administrative work context
• Excellent mastery of the Microsoft Office suite
• Advanced general computer knowledge
• Bilingual French and English

English proficiency is required for this position, as its responsibilities involve frequent oral and written exchanges with clients, partners, suppliers, or colleagues located outside Quebec.

Required Skills

• Ability to interact professionally, courteously, and effectively with internal and external clientele
• Intellectual curiosity and interest in learning new technologies, including artificial intelligence
• Autonomy and ability to manage multiple tasks simultaneously
• Excellent organizational skills and ability to manage priorities
• Team spirit and ability to take on new challenges
• Interest in evolving in a multisite and multicultural environment
• Proactive attitude and openness to continuous skill development

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