Here’s a brief overview of the tasks and responsibilities you’ll have:

- Ensure the reception, handling and processing of requests received by the ticketing system;
- Analyze the nature of requests and categorize them according to the areas concerned;
- Respond to requests when possible or forward them to the appropriate teams while ensuring rigorous follow-up;
- Coordinate the processing of banknotes with the various internal teams to ensure an efficient resolution within the established deadlines;
- Proactively follow up on ongoing requests and make the necessary reminders to stakeholders;
- Maintain transparent, professional and courteous communication with employees throughout the processing of requests;
- Document requests, actions and resolutions in the tools provided for this purpose;
- Identify trends, recurring issues and opportunities for improvement, and inform management;
- Contribute to the continuous improvement of request management processes and the optimization of the employee experience;
- Ensure compliance with policies, procedures and requirements;
- Participate in the continuous improvement and implementation of tools to optimize the ticketing system.





The profile you are looking for is as follows:
- Have between one (1) and three (3) years of experience in customer service, internal support or case management;
- Demonstrate an ability to handle a high volume of varied requests in a structured environment;
- Experience with a ticketing or request management tool, such as Jira, ServiceNow, Zendesk or an equivalent tool;
- Experience coordinating with multidisciplinary teams, including human resources, information technology, finance or other support functions;
- Proficiency in Microsoft Office suite tools, including Outlook, Excel and Teams;
- Demonstrate an ability to document requests and ensure rigorous follow-up in systems;
- Be available to work in hybrid mode with a regular presence in the Montreal office;
- This position requires working primarily in French, while requiring a functional command of English for daily tasks. This English proficiency is essential for understanding documentation and ensuring professional communication with customers, suppliers, and colleagues across Canada.

📌 Talent Management Advisor (Montreal)
🏢 COFOMO
📍 Montreal