Bilingual Customer Experience Analyst

Labatt Breweries of Canada • Moncton, NB

4d • Onsite

About The Position

The Bilingual Customer Experience Analyst is the first point of contact for our Consumers, Suppliers, Retailers and Employees. This position is responsible for managing all aspects of customer service and addressing customer inquiries efficiently and professionally through various channels, including inbound phone calls, emails, online chat, and, when necessary, outbound follow-up communications.

Requirements

• Bilingual proficiency in English and French (spoken and written) is required.
• High School Diploma or Equivalent
• Previous customer service experience (Phone and email), 1-2 years
• Ability to multitask, prioritize and manage time effectively in a fast-paced environment
• Resilient, Ownership mindset, Negotiation Skills
• Ability to grasp new concepts quickly and efficiently
• Professional and enthusiastic
• Ability to work in a team environment as well as independently
• Strong digital literacy – ability to work with websites, databases
• Knowledge in Microsoft Office (word, excel and power point)
• Ticketing systems such as Salesforce (B2C), ZenDesk, Jira, etc.

Nice To Haves

• Previous contact center experience is an asset

Responsibilities

• Answer incoming requests via phone, email, fax, chat and ticketing systems
• Register the contact details into the ticketing applications
• Responding to requests and providing accurate information in a timely and professional manner
• Resolve or forward requests in accordance with established procedures
• Perform a variety of moderately complex administrative tasks

Benefits

• Health benefits plan, including competitive coverage for medical, dental, mental health, life, and disability insurance, that can be flexed to fit your needs.
• Additional flex credits for healthcare or wellness spending accounts.
• Retirement plan with a generous company-matching contribution, and low-fee RRSP & TFSA savings opportunities to help you secure your financial future.
• Personalized support through an inclusive family-forming benefit, and generous financial support/top-ups for parental leave.
• Access to many wellbeing resources, including Employee & Family Assistance Program support, Webinars, and more.
• An annual allotment of Beer and Beyond-Beer products for employees!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED