Bilingual Customer Experience Agent

Job summary

You will handle inbound customer inquiries and support requests in both French and English while proactively assisting customers with account reviews and product questions. Additionally, you will collaborate with the team to develop best practices and support retention and upselling efforts.

Job details

Bilingual Customer Experience Agent We're looking for an experienced and driven Bilingual Customer Experience Agent (French/English) to join our growing team! This is the perfect role for someone who is passionate about delivering amazing customer service. Reporting to the Manager of Support, you will be a part of our Customer Experience team, where you will be working alongside talented customer success managers and onboarding managers to provide outstanding support to Intiveo’s new and existing clients. If you are a coachable, curious, and passionate individual with a positive attitude, inspired by our vision of enhancing patient care through technology, we’d love to connect with you! ✨What You’ll Be Doing Handling inbound customer inquiries and support requests in both written and verbal French and English Proactively reaching out to customers that require assistance or account reviews Communicating directly with customers to identify their goals, direct them to best practices and answer product questions Work in a progressive and challenging environment where you will be rewarded for your hard work Assisting in developing best practices for handling support requests Assisting the Team Lead in retention and upselling The working hours are between 8:30am - 5:00pm PST daily ✨Who You Are Minimum 2 years' experience in a customer-facing support role in a SaaS environment. You are an excellent communicator. Your ability to convey complex information in a straightforward manner ensures seamless interactions and builds trust with colleagues and customers alike. Experience with customer support software (Zendesk). Strong business, operational and technical aptitude. Comfortable working in a fast-paced, scaling SaaS company How We Give Back to Our Employees: Generous vacation time Wellness Fund RRSP matching ESOP (employee stock ownership program) Annual retreat Plus, your birthday off! (Who wants to work on their birthday?) And more More About Intiveo We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail. We’re one of Canada’s Top 100 Employers! Canada’s Top 100 Employers celebrates companies offering their employees exceptional places to work. Intiveo has been recognized for our holistic approach to the workplace, from how we work every day, to how we gather and celebrate. Want to see more? Check out our Culture Book here!

What you’ll do

You will handle inbound customer inquiries and support requests in both French and English while proactively assisting customers with account reviews and product questions. Additionally, you will collaborate with the team to develop best practices and support retention and upselling efforts.

Requirements

The role requires a minimum of 2 years of experience in a customer-facing support role within a SaaS environment. Candidates must be excellent communicators with strong technical aptitude and proficiency in customer support software like Zendesk.

Benefits

• Generous vacation time
• Wellness fund
• RRSP matching
• Employee stock ownership program
• Annual retreat
• Birthday off

Listed skills

• French · Preferred
• Customer support · Preferred
• Customer service · Preferred
• Retention · Preferred
• Account Management · Preferred
• Communication · Preferred
• Upselling · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Bilingual
• French
• English
• SaaS
• Zendesk
• Communication
• Technical aptitude
• Operational aptitude
• Customer support
• Account management
• Upselling
• Retention
• Continuous Development
• Customer Success Management
• Curiosity
• Positivity
• Bilingual (French/English)
• Strong Work Ethic
• Customer Support
• Multilingualism
• Customer Service
• Software As A Service (SaaS)
• Innovation
• Relationship Building
• Team Leadership
• Customer Inquiries
• Technical Acumen

Job areas

• Customer Service & Support
• Software
• Technology
• Customer Experience Agent
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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