Bilingual Service Coordinator - Contract

Job summary

The Service Coordinator provides timely, customer-focused support by resolving service issues and identifying the correct escalation teams for complex situations. They are responsible for managing service tickets, maintaining quality metrics, and adhering to established standard operating procedures.

Job details

The Service Coordinator is responsible for providing timely, customer-focused support to our internal and/or external customers. This role involves providing first call resolution on standard service issues and appropriately identifying the correct escalation team for non-standard or escalated situations. The ideal candidate will balance quality and service, operate within established SOPs, and enjoy working in a fast-paced service environment. Making an Impact • Handle all service calls, emails, and/or tickets in a prompt, professional manner. • Provide exceptional customer service by listening effectively, displaying empathy, identifying the root cause of a situation, and taking appropriate resolution action to ensure customer satisfaction. • Effectively follow documented best practices and SOPs to consistently resolve issues with high quality. • Efficiently manage target workload (i.e., calls or tickets per day) while maintaining high quality levels. • Identify chronic customer problems and share insights with leader • Ensure timely completion of monthly assigned Quality Metrics (QMs) and bi-weekly call calibrations. • Review, update, and maintain pertinent Standard Operating Procedures (SOPs) as needed. Your Typical Day and Other Key Details • 90%25+ front line service delivery (i.e. calls, chats, portal, email resolution) • Other: Ongoing training, projects as assigned by leader Required • Must be Bilingual French/ English • 1-2 years in a fast-paced service or operations role • High school diploma or equivalent • Proven experience in a customer service or coordination role. • Strong critical thinking, problem-solving skills and the ability to handle escalated issues effectively. • Excellent communication and interpersonal skills. • Detail-oriented with strong organizational and time-management skills. • Ability to work remote as needed • Ability to multi-task (navigate between various scenarios or tools) • Basic Computer Skills (Microsoft Tools) • Work shift schedule flexibility Nice to Have • Prior experience in ServiceNow or similar ticketing systems • Previous experience within a staffing organization • Strong typing skills ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals. Reasonable accommodation during the interview process can be provided. Contact talentacquisition@manpowergroup.com for assistance.

What you’ll do

The Service Coordinator provides timely, customer-focused support by resolving service issues and identifying the correct escalation teams for complex situations. They are responsible for managing service tickets, maintaining quality metrics, and adhering to established standard operating procedures.

Requirements

Candidates must be bilingual in French and English with 1-2 years of experience in a fast-paced service or operations role. A high school diploma or equivalent is required, along with strong problem-solving skills and proficiency in basic computer tools.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Critical Thinking · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual French/English
• Customer Service
• Problem-solving
• Critical thinking
• Communication
• Interpersonal skills
• Time-management
• Organizational skills
• ServiceNow
• Ticketing systems
• Microsoft Tools
• Multi-tasking
• Data entry
• Conflict resolution
• Standard Operating Procedure
• Operations
• Coordinating
• Problem Solving
• Leadership
• Detail Oriented
• Interpersonal Communications
• Professionalism
• Time Management
• Critical Thinking
• Computer Literacy
• Multitasking
• Empathy
• Typing
• Bilingual (French/English)
• Workplace Inclusivity
• Quality Management Systems

Job areas

• Customer Service & Support
• Administrative
• Human Resources
• Bilingual Service Coordinator
• Administrative Clerk / Coordinator
• General Office Clerks
• Secretaries and Administrative Assistants, Except Legal, Medical, and Executive

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