The incumbent works in a dynamic, fast-paced, field-oriented environment where client requests are frequently urgent, last-minute, or subject to rapid changes. They are responsible for managing client requests and ensuring the delivery of high-quality customer service at all times, adapted to a field-based clientele that may sometimes use informal language.
In this context, they play a key role in coordinating orders and prioritizing urgent requests, while maintaining a qualified, respectful, and solution-oriented approach. They actively contribute to both internal and external customer satisfaction and to the smooth execution of operations.
THE CHALLENGES WE HAVE FOR YOU
- Answer incoming customer calls;
- Efficiently manage and process requests that are often urgent or last-minute, taking into account clients’ operational realities;
- Provide customers with information regarding product pricing, promotions, and other relevant details;
- Prioritize orders based on urgency and ensure thorough follow-up on deliveries, returns, and adjustments;
- Demonstrate flexibility, composure, and sound judgment in an environment characterized by frequent pressure and tight deadlines;
- Adapt communication to a field-based clientele that may use informal language, while maintaining a high level of professionalism;
- Work proactively to quickly identify practical and tailored solutions to meet customer needs;
- Participate in communicating and promoting current offers to customers;
- Collaborate closely with representatives and other teams to ensure effective coordination of files;
- Communicate information within their scope of responsibility clearly and in a structured manner;
- Respond to basic technical questions from customers;
THE SKILLS WE ARE LOOKING FOR
Your Education :
- High school diploma or equivalent qualification required;
- 2 to 3 years of experience;
Your Knowledge :
- Proficiency in MS Office (Excel and Word);
- Bilingualism required (French and English - ability to communicate effectively with customers in both languages).
Your Skills And Attitudes :
- Excellent written and oral communication skills;
- Courtesy and commitment towards customers;
- Organizational skills;
- Autonomy and versatility skills;
- Excellent judgment and initiative;
- Ability to negotiate and manage crisis;
- Teamwork ability.
Work Conditions :
- 40-hour work week;
- Salary based on experience;
- Participation in the company’s profit-sharing program;
- Four (4) days of mandatory in-office work;
- Office-based position.
📌 CUSTOMER SERVICE AGENT (Canada)
🏢 Soprema
📍 Canada
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