[Hiring] Bilingual Customer Experience Specialist @First Advantage Global operating Centre

Role Description

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.

• Efficient Application Login & Availability
• Proactive Customer Engagement
• Advanced Inquiry Management & Issue Resolution
• Expert Multi-tasking for Precise Issue Resolution
• Professional & Empathetic Communication
• Désamorçage & Assurance Qualité
• Accurate & Timely Documentation
• Effective Internal Communication & Follow-up
• Continuous Learning & Training
• Contributing to Knowledge Base & Improvement
• Manage Work Pace and Quality

Qualifications

• Fluency in English and French-Canadian is required
• Handle a high volume of customer contacts across various channels (phone, chat, email, etc.)
• Use multiple software applications and systems simultaneously with ease
• Quickly assess customer needs and resolve issues efficiently
• Communicate professionally and empathetically, both verbally and in writing
• Document all customer interactions accurately and follow procedures closely
• Willingness to learn new tools, processes, and adapt to changing customer needs
• Maintain a calm, empathetic, and solution-focused demeanor in all situations
• Demonstrate strong time management by handling tasks and applications efficiently
• Multitask effectively in a fast-paced environment while ensuring high-quality service
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction
• Adapt quickly to new systems, product updates, and changes in customer requirements
• Collaborate with internal teams to share information and ensure timely issue resolution
• Knowledge of common computer configurations and strong computer navigation skills
• Prior experience with Microsoft Windows Operating Systems

Requirements

• High school diploma/GED required
• Two years of experience in customer-facing or knowledge delivery role required
• Preferred three to five years of customer-facing experience

Benefits

• Starting wage: $23.589 per hour
• Eligibility for the Company's Annual Incentive Bonus Plan
• Comprehensive benefits package, including:
• Medical and dental coverage
• Retirement savings plan (RRSP)
• 20 days of annual PTO for eligible full-time employees
• Fully Remote
• Additional wellness and employee benefits