As a Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email. You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally. Providing timely solutions with an empathetic approach. This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.

Responsibilities

- Efficient Application Login & Availability
- Demonstrate proficiency in promptly logging into and navigating multiple business applications, ensuring consistent availability during scheduled work hours, except for designated breaks. This includes utilizing systems such as CRM platforms, background check databases, call center technology, and communication tools like Outlook and Teams. Adherence to a structured schedule meeting the established key performance indicators.
- Proactive Customer Engagement
- Respond proactively to inquiries from our high-value customers through various communication channels, including chat, voice, email, and new communication channels as they are introduced. Utilize available tools to effectively manage availability status, ensuring consistent, prompt, and exceptional assistance to clients.
- Advanced Inquiry Management & Issue Resolution
- Utilize your expertise to assess the purpose of each customer interaction through strategic questioning, as this role does not rely on scripted responses. You will handle a diverse range of inquiries, from rescheduling appointments to troubleshooting complex login issues. Each situation demands a customized approach,



and you will deliver solutions that are specifically tailored to meet the unique needs of our valued customers.
- Expert Multi-tasking for Accurate Issue Resolution
- Leverage your advanced skills to swiftly and accurately resolve customer issues by utilizing information from a variety of business applications, resources, and supported customer platforms. This role requires adept navigation of multiple systems, thorough review of client-specific fact sheets for standard operating procedures and account details, and the ability to efficiently manage numerous screens and tasks simultaneously. You will conduct real-time data retrieval, execute search queries, and document resolutions with precision to ensure effective case management.
- Professional & Empathetic Communication
- Engage in all interactions with the utmost professionalism, consistently maintaining a calm, courteous, and empathetic demeanor. Clearly articulate the situation to customers and outline the specific steps you will take to address and resolve their issues. By doing so, you will ensure that customer satisfaction (CSAT) levels are met, making customers feel heard and supported throughout the process.
- De-escalation & Quality Assurance
- Effectively manage and de-escalate customer frustrations with a focus on maintaining professionalism.



Must have demonstrated experience maintaining professionalism under pressure and provide positive customer experience.
- Accurate & Timely Documentation
- Leverage extensive experience in documenting all interactions within company systems with exceptional promptness and accuracy. This involves meticulously capturing the reason for contact, thoroughly detailing the information shared with clients or escalation teams, and documenting the actions taken, resolutions achieved, and any necessary follow-ups. Proficiently enter and assign tickets to other departments, ensuring seamless communication in real-time during interactions as needed. Additionally, utilize expertise in case documentation by incorporating screen captures when required. It is crucial to complete all documentation either during the interaction or within two minutes of its closure, ensuring you are fully prepared and poised for the next inquiry.
- Effective Internal Communication & Follow-up
- Follow up with internal teams as needed by using email and case notes in the CRM. Ensure that all communications are clear, professional, and grammatically correct. Provide updates and resolutions based on customer interactions, including research or escalation details. Complete additional projections as requested.
- Continuous Learning & Training
- Participate in required training to enhance customer support and stay informed about system updates, product changes, and evolving customer needs and services. This may include online courses, live or virtual sessions, and review of reference materials sent by email to ensure compliance with FA’s processes and service standards. Given the frequent product and process updates, staying informed and developing skills may also require consulting the help/resource center to access the late

📌 Bilingual Customer Experience Specialist/Spécialiste de l’expérience client (Quebec City)
🏢 Sterling Backcheck Canada
📍 Quebec City