Bilingual Customer Service Representative

Join to apply for the Bilingual Customer Service Representative role at Xperigo
.

Join our award-winning workplace and support some of the most prestigious and innovative automotive companies in the industry.

Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide best in-class customer service experiences to our clients, who range from automotive manufacturers, rental car companies and other organizations with large vehicle fleets or customer service needs. We are dedicated to driving change through innovative technology solutions to continually exceed our clients’ expectations.

• Bilingual Communication: Communicate fluently in both English and French to effectively assist clients. Provide clear instructions and empathetic support to clients in distress, ensuring they feel reassured and understood throughout the call
• Customer Support Excellence: Act as the primary point of contact for customers in need of assistance / service. Offer empathic and courteous support to customers in the automotive and non-automotive space. Listen attentively to their concerns, gather necessary information, and provide guidance on next steps, including dispatching service providers, such as towing, tire changes, fuel delivery, or vehicle jump-starts or contacting emergency services if required
• Problem Resolution: Troubleshoot issues reported by customers and escalate complex cases to appropriate internal teams or management for resolution. Ensure that customer concerns are addressed promptly and are aligned to the company’s focus for quality service
• Balanced Performance: Consistently achieve all Customer Experience performance metrics monthly such as Quality of service, Customer Satisfaction, Average Handle Time, # of calls, etc. Accurately document client interactions, service requests, and resolutions
• Continuous Improvement: Identify opportunities to enhance the efficiency, performance and effectiveness of our operations. Provide feedback on process improvements, language-specific training needs, and client preferences to optimize service delivery. Complete scheduled learnings and refreshers when assigned

• High school diploma or equivalent qualification required; additional certifications in customer service or emergency management are a plus
• Fluency in both English and French is essential
• Strong verbal and written communication in both languages, with the ability to convey complex information clearly and concisely
• Excellent interpersonal skills and cultural sensitivity to effectively interact with clients from diverse backgrounds
• Ability to remain calm under pressure and demonstrate empathy and professionalism when assisting clients in stressful situations
• Problem-solving abilities to assess situation with a focus on delivering timely and effective solutions
• Familiarity with roadside assistance procedures, automotive terminology and geographical navigation tools is advantageous
• Prior experience in customer service, emergency response, or a related field is preferred

• Competitive Rewards: Enjoy a competitive salary, paid vacation, and a 100% matched Defined Contribution Pension Plan. Your hard work is recognized and rewarded.
• Performance Incentives: Boost your earnings with opportunities for overtime pay, incentive bonuses, and performance-based rewards for delivering exceptional service.
• Comprehensive Development: You'll receive in-depth training to master customer service skills and product/service knowledge, fostering your professional growth.
• Holistic Health & Wellness: Your health matters, we believe that a healthy workforce is a productive one. Benefit from a…