Customer Experience Agent

Location: Montréal, QC
Job Code: MO - IBCSS1012
# of openings: 1



Customer Experience Agent– Montreal, QC

Position Summary:

The Customer Experience Agent position is responsible for assisting in the delivery of superior customer service by processing inbound/outbound calls effectively and efficiently, as well as ensuring compliance with all company policies and procedures.


Key Responsibilities/Accountabilities:


  • Takes and dispatches messages accurately while following strict protocols provided by clients.

  • Assists with representative training, as needed.

  • Works on special projects, as needed.

  • Ensures compliance with all company policies and procedures.

  • Performs other related duties as required or requested.

  • Processes inbound and outbound customer service calls professionally, efficiently, courteously and with appropriate discretion and sense of urgency.


Required Knowledge, Skills & Abilities Required:

  • Demonstrates effective verbal and written communication skills.

  • Demonstrates excellent problem solving skills with the ability to listen, read and interpret the critical content of inquiries.

  • Demonstrates organizational ability with attention to detail and strong follow-up skills.

  • Demonstrates the ability to establish good working relationships both internally and externally in a team environment.

  • Demonstrates excellent customer service skills, a strong desire to help people and the ability to remain calm in stressful situations.


Education and Experience Required:

  • Exceptional telephone etiquette is required as well as the ability to maintain complete confidentiality of any and all information gained while performing this role.

  • Previous customer service or call center experience preferred.

  • Demonstrated ability to type 30 words per minute preferred.

  • Proficient in English and French languages (Written and Spoken).

  • Demonstrates a good working knowledge of Windows and Microsoft Office, in order to successfully navigate through the multiple computer systems.

  • Demonstrates the ability to gain a basic understanding of the Infinity system and the associated call center systems.

  • Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

  • Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

  • Graveyard availability and asset.

  • Education equivalent to a High School diploma/GED or the equivalent in related work experience.


Interested applicants should apply online and submit a cover letter and resume to the attention of Catherine Bosse, Regional Manager

We thank everyone for their interest in this opportunity, however only those who qualify for an interview will be contacted.

**NB All candidates being considered will be required to undergo a Criminal Records Check.









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