BMO complaint resolution specialist reviewing complex banking complaints and drafting customer responses. Improving processes and coordinating risk - sensitive solutions for Quebec clients.
About the role
- Customer Service Representative supporting Carrus ERP software for automotive aftermarket businesses. Handling customer issues, training, onboarding, CRM updates, and remote hardware/software support.
Responsibilities
- Provide assistance, information, and support to customers regarding the company's products or services
- Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving
- Handle incoming calls, emails, and chat inquiries
- Maintain accurate records of customer interactions
- Escalate unresolved requests to designated departments for further investigation
- Contact customers to respond to their requests or inform them of investigation results, solutions, or planned corrections
- Make periodic outbound calls to maintain customer relationships and keep customer information up to date in the CRM
- Obtain and review all relevant information to assess the validity of complaints and determine possible causes and solutions
- Provide remote support to customers, covering both the hardware and software aspects of the company's products
- Provide customers with training on the company's products
- Participate in the new customer onboarding process, including needs assessment, software configuration, data manipulation/import, training, and onboarding support
- Analyze and update customer data as requested using database scripts, file import/export (Excel/CSV), AI platforms, or other tools as required
- Perform other related duties
Requirements
- Strong communication and empathy skills, with the ability to navigate customer service platforms
- Strong analytical and problem-solving skills
- Excellent attention to detail
- Commitment to customer satisfaction while keeping the broader business context in mind
- Ability to work in high-intensity customer support environments and manage customers' sense of urgency
- Energetic, proactive, and takes initiative
- Excellent organizational skills, including strong prioritization abilities and adaptability to change
- Fully bilingual in English and French, both spoken and written
- Excellent interpersonal and communication skills, both internally and with customers
- Knowledge of accounting principles and/or willingness to learn
- Knowledge of IT support in a Windows environment and/or willingness to learn
- Ability and willingness to be on-site at customer locations for training and other events
- Professional diploma in IT support or an equivalent high school or college diploma
- Two (2) years of customer service experience in a call center and application support role
- Experience in customer-facing roles, such as user training
- Accounting experience is an asset
- Experience using AI tools for productivity and analysis is an asset
- Experience in the automotive aftermarket industry is an asset
- Experience participating in software onboarding or implementation projects is an asset
Job title
Job type
Experience level
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