Client Support​/Service Desk - Bilingual

Position

Description:

Are you passionate about providing exceptional customer service? Motivated by helping others? If you have a high attention to detail, are happy to provide a hospitable customer experience by phone and email and show patience and professionalism; we would be interested in talking to you! Our ideal candidate is providing a premium customer experience, supporting end-users seeking assistance and password resets as well as coordinating with team members to resolve issues in a timely and efficient manner.

Contact types include fax, mail, email, and inbound/outbound calls.

Your future duties and responsibilities:

. First point of contact for customers seeking assistance and/or password resets
. Working with multiple internet-based applications
. Create and assign tickets in our help-desk tool
. Escalate unresolved issues to the appropriate team members
. Work as a team to adhere to and improve internal processes
. Participate in meetings and career progression
. Various duties, projects and responsibilities assigned relating to the role
. Able to work a variety of shifts during operating hours (Monday to Friday 8am – 12am AST)

Required qualifications to be successful in this role:

• Excellent customer service skills.

• Community college diploma and/or equivalent relevant work experience.

• Proficient in use of MS Office (ie.

MS Word, Excel).

• Must be fluently bilingual (English & French).

• Excellent communication skills (written, verbal and interpersonal).

• Strong team orientation with a high level of enthusiasm.

• Self-motivated with a good sense of responsibilities.

• Able to multitask and work confidently with minimal supervision.

• Minimum of 2+ years customer service experience.

• Experience in a contact center or help desk environment troubleshooting or providing support is considered an asset.

• Experience working independently and autonomously in a virtual/remote environment is considered an asset.

Soft skills

• You like helping people, this is non-negotiable.

• Aptitude for troubleshooting and providing support.

• Computer multitasking; ability to work with multiple internet applications.

Home Office / Hybrid Work Requirements.

CGI has a hybrid work environment, where members work from home some days and from the office other days. Home office must include a private work area that's secure, quiet and distraction free and have reliable internet.

Equipment required for the role will be provided (i.e. Laptop, monitor and headset).

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $40,.00 – $80,.00. This role is an existing vacancy.

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Skills: