Alert Management Specialist monitoring real - time safety alerts and supporting lone workers for Blackline Safety. Managing emergency escalations, troubleshooting, and incident reporting on overnight shifts.
About the role
- Représentant bilingue du service aux invités chez Cineplex, entreprise de divertissement et de cinéma. Réponse aux clients par téléphone, courriel et clavardage, avec résolution au premier contact.
Responsibilities
- Respond to customer questions, requests and concerns by phone, email, social media and live chat
- Quickly identify guest needs and provide solutions at first contact
- Remain calm in difficult situations and escalate issues when necessary
- Record feedback, requests and concerns in the ticketing/record management system
- Share information with company leaders to continuously improve the customer experience
- Meet targeted response time goals
- Receive and act on guest feedback regarding service quality and speed
- Report to the Guest Services Manager
Requirements
- Excellent command of both French and English, spoken and written
- High school diploma required
- Proficiency in Microsoft Word, Excel and Outlook
- Must own a personal computer
- Must have a reliable high‑speed internet connection
- Experience in a call centre or remote call centre environment
- Experience in a movie theatre or knowledge of cinema operations (asset)
- Experience with and/or knowledge of customer loyalty programs
- Proficiency in an additional language is an asset
- Positive attitude, empathy, respect and kindness
- Professionalism, reliability and a strong work ethic
- Ability to multitask and meet deadlines
Benefits
- Bilingualism premium (when applicable)
- Comprehensive, in-depth online training
- Highly flexible scheduling
- Option to work from home or at a Cineplex location anywhere in Canada
- Collaborative, engaging, team-focused work environment
- Accommodations available at all stages of the hiring process
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