Customer Service Representative (CSR)

Main Responsibilities

• Monitor repairs and customer requests.
• Manage multiple cases across different sites simultaneously.
• Communicate effectively with customers and internal teams.
• Perform various administrative tasks, including:

+ Correct and modify documents such as confirmations, invoices, etc.

+ Process credit card payments.

+ Perform tax corrections and other required adjustments.

+ Perform various manipulations in SAP related to repair files.

• Maintain rigorous priority and task management.
• Work efficiently under pressure and meet deadlines.
• Collaborate with different teams to ensure optimal service.
• Effectively use internal tools and systems, including SAP, C4C, Power BI, and AI tools.
• Develop technical knowledge of our products.

Desired Profile

• Bilingual French/English (mandatory).
• At least two years of experience in customer service in a similar role.
• Demonstrate speed, efficiency, and excellent organizational skills.
• Self-sufficient, resourceful, and proactive.
• Ability to manage multiple priorities in a dynamic environment.
• Comfortable with pressure and tight deadlines.
• Adopt a positive, collaborative, and challenge-oriented attitude.
• Show a strong interest in learning and developing technical skills.
• Interest in the field of high technologies.

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

Technical Skills

• Proficiency in main computer tools, including:
• + Microsoft Office Suite (Excel, Outlook, Teams, etc.)
• + Power BI

+ Artificial Intelligence-related tools (an asset).

Assets

• Knowledge of the SAP CS module.
• Experience with measurement devices.

Why Join Us?

• Stimulating and constantly evolving environment.
• Opportunities for learning and technical development.
• Collaborative and dynamic team.

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