Bilingual Customer Service Representative (French/English)

Xperigo•Moncton, NB

2d•Onsite

About The Position

Join our award-winning workplace and support some of the most prestigious and innovative automotive companies in the industry. We are seeking 20+ Bilingual Customer Service Representatives (Solutions Specialists) to join our dynamic team. As a key player in our roadside assistance operations, you will leverage your linguistic skills and customer service expertise to deliver prompt, effective assistance to clients experiencing vehicle-related emergencies.

Requirements

High school diploma or equivalent qualification required; additional certifications in customer service or emergency management are a plus
Fluency in both English and French is a MUST
Strong verbal and written communication in both languages, with the ability to convey complex information clearly and concisely
Excellent interpersonal skills and cultural sensitivity to effectively interact with clients from diverse backgrounds
Ability to remain calm under pressure and demonstrate empathy and professionalism when assisting clients in stressful situations
Problem-solving abilities to assess situations with a focus on delivering timely and effective solutions

Nice To Haves

Familiarity with roadside assistance procedures, automotive terminology and geographical navigation tools is advantageous
Prior experience in customer service, emergency response, or a related field is preferred

Responsibilities

Communicate fluently in both English and French to effectively assist clients. Provide clear instructions and empathetic support to clients in distress, ensuring they feel reassured and understood throughout the call.
Act as the primary point of contact for customers in need of assistance/service. Offer empathic and courteous support to customers in the automotive and non-automotive space. Listen attentively to their concerns, gather necessary information, and provide guidance on next steps, including dispatching service providers, such as towing, tire changes, fuel delivery, or vehicle jump-starts or contacting emergency services if required.
Troubleshoot issues reported by customers and escalate complex cases to appropriate internal teams or management for resolution. Ensure that customer concerns are addressed promptly and are aligned with the company’s focus on quality service.
Consistently achieve all Customer Experience performance metrics monthly, such as Quality of service, Customer Satisfaction, Average Handle Time, # of calls, etc. Accurately document client interactions, service requests, and resolutions.
Identify opportunities to enhance the efficiency, performance and effectiveness of our operations. Provide feedback on process improvements, language-specific training needs, and client preferences to optimize service delivery. Complete scheduled learnings and refreshers when assigned.

Benefits

Competitive salary
Paid vacation
100% matched Defined Contribution Pension Plan
Overtime pay
Incentive bonuses
Performance-based rewards
In-depth training to master customer service skills and service offering knowledge
Medical coverage
Dental coverage
Vision coverage
Career development resources
Mentorship
Advancement opportunities
Employee Assistance Program (EAP) including counselling, financial guidance, and legal assistance
Employee discounts on company services
Wellness programs
Corporate partnerships