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 effective 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 prospects 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 (Canada)
🏢 COFOMO
📍 Canada