Spécialiste bilingue des conflits pour McCarthy Tétrault, cabinet d’avocats canadien. Gestion des vérifications de conflits, dossiers clients, conformité KYC/AML et lettres de mandat à Montréal.
About the role
- Customer Experience Representative at FLO, providing customer support for electric vehicle charging networks. Engaging with B2B and B2C customers to ensure satisfaction and resolve issues.
Responsibilities
- Answer incoming calls and emails from users, administrative contacts, and owners of electric vehicle charging stations while providing professional, courteous service.
- Perform high-level diagnostics and resolve Level 1 troubleshooting incidents within prescribed timeframes and in accordance with the company’s quality standards.
- Escalate unresolved issues or complaints according to established processes to ensure effective follow-up.
- Work closely with various stakeholders and internal teams to stay informed about new products, services, and procedures.
- Pre-qualify B2B leads and assign them to the sales team to contribute to organizational growth.
- Participate in tasks or projects related to improving the customer experience and collaborate with different stakeholders.
Requirements
- Postsecondary education in a relevant field.
- Minimum of two years’ experience in a customer service–related role.
- Excellent spoken and written communication in French and English — English is required as we serve customers across North America.
- Proficiency with Microsoft Office applications and comfort working in a highly computerized environment.
- Ability to perform Level 1 diagnostics and navigate effectively across different technology tools.
- Strong stress-management skills and the ability to thrive in a dynamic environment.
- Initiative and the ability to work autonomously.
- Strong teamwork and collaboration skills.
- Customer-focused approach and strong service orientation.
- Ability to handle multiple requests simultaneously with rigor and professionalism.
Benefits
- Group RRSP: Employer contribution up to 2%. Save for the future.
- Welcome Days: 5 days when you start at FLO to help you begin your first year on the right foot.
- Recharge Days: 5 days of leave to take care of yourself and your family.
- Summer Fridays: Afternoons off. Enjoy the sunshine.
- Telemedicine: Easy access to quick care for the whole family.
- Increased Vacation: Additional vacation based on experience. More time to enjoy.
- EV Benefits: Home charging station provided. Drive green.
- Friends Discount: Share FLO benefits and help grow the network.
- Insurance: Comprehensive coverage for peace of mind.
- Culture: People-first culture and approachable leadership. We grow together.
- Parental Leave: 5 additional days on top of RQAP to support your family.
- JEDI: Justice, Equity, Diversity, Inclusion — a program that aligns and strengthens our teams.
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