Bilingual Service Desk Representative Jobs

Extraordinary customer service and relationship management experience

Identify repeat client service requests/concerns in order to track trends; proactively notify the appropriate department manager for follow up.

Excellent telephone communication skills with a strong customer service focus

Exceptional verbal and written communication skills in French and English

Superior problem solving and organizational skills

Ability to explain complex ideas to those with limited IT and systems knowledge

Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.

2-4 years' experience with being able to remotely troubleshoot laptop hardware

Have working knowledge of Windows 10 with at least 2-4 years of experience troubleshooting problems within the operating system.

ITIL certification is an asset but not a requirement.

A+ Certifications is an asset but not a requirement.

HDI Certification is an asset but not a requirement.

The benefits package is available after 3 months.

2+ years of customer service or office administration or order desk experience

Good communication and computer skills

Experience working in the manufacturing business

Enjoy the benefits of this role which include…

Job duties of the Customer service representative/ Order Desk role:

Superior written and verbal communication skills, as well as the ability to work under difficult situations under pressure.

Ability to be diplomatic with difficult individuals is a premium skill for this position.

Ability to manage multiple situations and prioritize accordingly.

Basic knowledge of mainframe terms and environment.

Additional Position Functions And/or Responsibilities

Candidates must be bi-lingual (English/French) to be considered for this position and apply.

Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.

SAP, Siebel, and Payroll knowledge is an asset.

Fully bilingual: French-English is a requirement.

Agir à titre d'expert interne pour les employés d'une clientèle désignée.

Utiliser efficacement SAP et les systèmes et outils internes d'ADP pour documenter, dépanner et résoudre les demandes de renseignements / problèmes.

Surveiller et suivre les problèmes pour les mises à jour afin d'assurer une résolution efficace des problèmes.

1-3 years of project management experience with Kanban methodologies.

Record all interactions with customers in our ticket management system.

Ensure the management of access requests in accordance with our security policies.

Contribute to the incident management process by detecting, categorizing, and resolving issues.

Initiate change management processes for hardware, software, and other IT assets.

Manage incoming and outgoing phone calls related to IT support.

Process daily orders in a timely manner

Prepare shipping in a timely manner

Track, measure and report status of orders

Prepare labels, packaging slips bill of landing etc.

Process all invoices & credit card payments

Other duties as assigned by Management

Previous customer service experience with excellent organizational skills

O.S.S.D with a minimum 2 to 5 years' experience in a similar position

Computer competent with working knowledge of Microsoft Office.

Strong communication/interpersonal skills (verbal & written)

Working knowledge of Profit Key (or other ERP) software an asset

Post-secondary education and/or equivalent work experience preferred

Strong problem-solving skills, attention to detail, and critical thinking abilities

Manage between 40 to 60 interactions a day, both in English and French

Resolve client concerns by providing creative solutions and sound decision-making skills

Process financial transactions and ensure an end-to-end customer experience

Strong verbal and written communication skills in both English and French