The Customer Service Agent (Bilingual) at Canyon Bicycles Canada plays a pivotal role in delivering post-purchase customer service. They are the first point of contact for customers seeking assistance with bike functionality, spare parts needs, troubleshooting technical issues, and initiating and resolving warranty claims. The primary responsibility will be to ensure a smooth and positive customer experience, which directly supports customer confidence and brand reputation.

Provide best-in-class customer service : Demonstrate a solid understanding of the Canyon business as well as soft skills that exhibit empathy and resolve. Through rigorous training, initially provided by Canyon, but continuously improved upon through self-study of internal resources such as the website, internal tech bulletins, product briefs, bike launch presentations, and other internal documentation.

Through

Canyon curated OEM training, which involves learning to navigate OEM service methods, learning troubleshooting protocols, and understanding warranty and service processes specific to the respective OEM. Effectively communicate with customers, internal team, and external partners :



Manage multiple cases, complex issues across various products, and external forces that may be out of an agent’s control. Training will be provided, but developing proficiency in business technologies such as SAP, Salesforce, and SharePoint is required.

An agent’s performance is managed against individual Customer Satisfaction Scores (CSAT), number of cases handled, contact rate, and following internal case handling protocols. Additionally, adhering to a manager-prescribed schedule is a required performance-related metric.

Minimum

Education & Work Experience Requirements Minimum 2-3 years of experience in customer service or retail Experience using help desk software and remote support tools Knowledge and expertise in SAP, Salesforce, Outlook, and Microsoft Office Ability to multi-task and manage different communication platforms at any given time (chat, email, phone) Bilingual English/French – written/spoken Ability to work a versatile hybrid in-office schedule and some weekends #

📌 Customer Service Agent (Bilingual) (Peterborough)
🏢 Canyon
📍 Peterborough