Customer Service Representative

EXFO•Quebec, QC

23d•Hybrid

About The Position

Based in Quebec City and as part of our Customer Experience team for RFTM (Remote Fiber Test Monitoring) solutions, your primary responsibility is to enter and manage customer orders while providing exceptional service to international customers.

Requirements

Minimum of three (3) years of experience in customer service or a similar role
Ability to work independently and collaboratively in a team environment
Experience in a fast-paced and evolving environment
Knowledge of basic international trade principles
Understanding of global markets
Strong problem-solving and analytical skills
Ability to manage multiple priorities and meet deadlines
Strong organizational and time management skills
Proficiency with Microsoft Office (Word, Excel, and Outlook)
Knowledge of SAP
Excellent communication and interpersonal skills
Customer-focused with a commitment to quality
Professionalism, accountability, and attention to detail
Positive attitude, adaptability, and team-oriented mindset
Ability to work effectively with people from diverse cultural backgrounds
French: Advanced
English: Advanced (international environment)

Responsibilities

Monitor ongoing project orders, including shipments, international deliveries, and billing milestones.
Coordinate activities with Finance, Planning, Transportation & Customs, Customer Success, and Sales teams.
Respond promptly and professionally to customer inquiries.
Process, document, and follow up on customer complaints.
Maintain and improve departmental procedures.
Maintain accurate and up-to-date records.
Communicate effectively with internal and external customers.
Contribute to the continuous improvement of customer service quality.
Provide essential support during vacation periods and quarter-end activities.