Bilingual (English-French) Technical Customer Service Representative

Call Center – 7 Hour days – No Weekends!

• Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services?
• Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution?
• Can you effectively upsell products and services and guide customers to make the right purchasing decisions?

If so, this could be the role for you!

As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily. 

ROTATING SHIFTS - Must be available:

Monday - Friday, 9:00AM - 5:00PM

Monday - Friday, 10:00AM - 6:00PM

Key Responsibilities:

• Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.
• Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.
• Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry.
• Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.
• The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience.

• Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic

To Succeed, You Will Need:

• French and English proficiency
• High school diploma
• Minimum 1 year experience in a contact center or customer service environment
• Proven customer relations skills professionally and courteously in a multi-channel environment
• Familiarity with computers to learn systems/processes promptly
• Ability to organize time, set priorities and multi-task in order to meet KPIs
• Exemplary written and oral communication skills

Why Join?

REMOTE WORK

• This position offers a Virtual work schedule. You will be 100% remote and not required to report to the office unless there is a specific business need (work schedules and office reporting requirements may change from time to time based on business needs)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

BENEFITS

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Vacation, Paid Personal Time and Sick days
• Matching RRSP contribution & Profit-Sharing Program
• Tuition Assistance Program for professional continuing education
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Free coffee and snacks
• On-site cafeteria and outdoor patio
• Employee gym and fitness centre
• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
• Community involvement
• Employee Appreciation Events