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Représentant(e) du succès client/ Customer Success Representative
- Montreal, Québec, Canada
- Montreal, Québec, Canada
À propos
Êtes-vous une “Superstar” bilingue, attentive aux besoins de vos clients et passionnée par la prestation d’un service de qualité?
Aimez-vous aider les autres, représenter la voix du client et travailler dans un centre de contact dynamique?
Cherchez-vous un environnement stimulant qui encourage l’apprentissage et la réussite?
Êtes-vous motivé(e) par la contribution à la communauté et souhaitez-vous trouver des collègues qui partagent vos valeurs?
Souhaitez-vous travailler pour une entreprise bien établie et en pleine croissance, qui vous aidera à développer votre carrière tout en vous offrant des avantages dès le premier jour?
Le poste
En tant que Représentant(e) du succès client, vous serez responsable d’offrir un service exceptionnel et des résultats optimaux à tous les clients, y compris le personnel des concessions, les titulaires de contrats et les tiers. Vous fournirez un soutien axé sur le client pour les produits, la gestion des polices, les outils en ligne et les activités de vente, tout en respectant les ententes de niveau de service et les indicateurs de performance clés du département.
Responsabilités principales :
- Offrir un service à la clientèle hors pair par téléphone, courriel et clavardage en direct aux clients et aux concessions.
- Surveiller les canaux de soutien pour assurer le respect des ententes de service et offrir une expérience client de qualité.
- Maintenir une compréhension approfondie des produits, des processus des OEM, de GuardTree et du Centre de développement des affaires pour fournir des conseils précis.
- Collaborer avec les équipes Finances, Technologie, Produits, Ventes et Expérience client pour résoudre rapidement et efficacement les problèmes.
- Appuyer les activités de vente et offrir une assistance technique aux partenaires commerciaux et aux clients en ligne.
- Fournir des commentaires sur les produits et processus pour contribuer à l’amélioration continue.
- Aider et former les clients à utiliser les outils libre-service pour augmenter l’utilisation des plateformes en ligne.
- Gérer les situations difficiles avec professionnalisme et tact afin de réduire les escalades.
Compétences requises :
- Bilinguisme parfait (français/anglais, oral et écrit)
- Excellentes aptitudes en communication (orale et écrite)
- Solides compétences organisationnelles et en gestion du temps
- Grande attention aux détails et capacité à effectuer plusieurs tâches simultanément
- Attitude professionnelle et courtoise au téléphone
- Maîtrise de la suite MS Office
- Motivation personnelle et adaptabilité
- Excellentes compétences en service à la clientèle et en administration
- Aptitudes à la négociation et à la résolution créative de problèmes
- Connaissance générale du secteur automobile ou des concessions (un atout)
Formation :
- Études postsecondaires (un atout)
- Volonté de suivre les programmes de certification requis
Avantages :
- Régime de rémunération compétitif comprenant :
- REER sans contribution obligatoire de votre part
- Incitatif véhicule jusqu’à 400 $/mois pour les marques OEM que nous représentons
- Assurance collective 100 % payée par l’entreprise plus 750 $ pour la santé et le bien-être
- 4 journées payées pour le bénévolat
- Et plus encore!
English
Are you a bilingual “Superstar” who is attentive to customer needs and passionate about delivering quality service?
Do you enjoy helping others, being the voice of the customer, and working in a fast-paced contact center environment?
Are you looking for a dynamic workplace that encourages learning and success?
Are you passionate about contributing to the community and want to find colleagues who share the same values?
Would you like to work for a well-established, growing company that will help you develop your career while offering benefits from day one?
Come join our Customer Experience family!
The Job
As a Customer Success Representative, you will provide exceptional, best-in-class service and successful outcomes for all our customers, including dealership staff, contract holders, and third parties. You will deliver customer-focused support across our products, policy management, online tools, and sales activities while helping uphold our Service Level Agreements and departmental Key Performance Indicators.
Key Responsibilities:
- Deliver outstanding customer service via phone, email, and live chat to customers and dealerships.
- Monitor support channels to meet Service Level Agreements and ensure excellent customer experiences.
- Maintain an in-depth knowledge of our products, OEM processes, GuardTree, and Business Development Center services to provide accurate guidance.
- Collaborate with Finance, Technology, Product, Sales, and Customer Experience teams to resolve issues quickly and effectively.
- Support sales activity and provide technical assistance to sales partners and online customers.
- Offer feedback on products and processes to support continuous improvement.
- Assist and train customers on self-service tools to increase online usage.
- Handle challenging customer interactions with professionalism and tact to minimize escalations.
Required Skills:
- Fluently bilingual (French/English, spoken and written)
- Strong oral and written communication skills
- Excellent organizational and time management abilities
- Attention to detail and ability to multitask effectively
- Professional and courteous telephone manner
- Proficient with MS Office Suite
- Self-motivated and adaptable
- Strong customer service and administrative skills
- Creative problem-solving and negotiation abilities
- General knowledge of automotive/dealership industry is an asset
Education:
- Post-secondary education is an asset
- Willingness to complete any required licensing programs
Perks:
- Competitive compensation package including:
- RRSP with no employee matching required
- Up to $400/month vehicle incentive for OEM brands we represent
- 100% company-paid benefits plus $750 Health & Wellness Spending Account
- 4 paid volunteer days per year
- And more!
Compétences linguistiques
- French
Cette offre provient d’une plateforme partenaire de TieTalent. Cliquez sur « Postuler maintenant » pour soumettre votre candidature directement sur leur site.