Customer Service Representative​/Représentant; e) du service à la clientèle

Position: Customer Service Representative / Représentant(e) du service à la clientèle
Location: Montreal

Position Overview
dormakaba is seeking a Customer Service Representative based in Montreal for a

dormakaba is seeking a Customer Service Representative based in Montreal for a 6-month contract. The Customer Service Representative is responsible for providing customer support to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. The CSR is also responsible for thoroughly entering and processing customer hardware and SaaS orders. The CSR must ensure the inbound call coverage within established targets, with courtesy, and while ensuring highest level of client satisfaction.

Total Compensation Range
$45,000 - $52,000 annually

AI Disclosure
No automated screening tools will be used during the application process

What You Will Do

Answer inbound calls, provide customers with accurate information and resolve inquiries, concerns, and requests related to products and services meeting/exceeding Live Handle Time targets

Process order entries and quotation requests with accuracy and create and manage orders for Individual Home Owners

Coordinate with the planning team to assign optimal lead times for customer orders and place purchase orders for drop-shipped products from our partner factory

Create and maintain new customer accounts in AXAPTA and Zuora, including applying credit memos and account adjustments in Zuora

Maintain up-to-date knowledge of products, processes, and procedures to effectively support customers and ensure a high-quality customer experience

What We Require

College diploma or equivalent relevant experience

2+ years of experience in a customer service role

Availability to work within the 8:00 AM – 5:00 PM window

Proficiency with Microsoft 365 applications and digital workplace tools, including Excel, Word, Outlook, Teams, and web-based platforms

Strong organizational skills, self-motivated, and able to manage multiple responsibilities independently and excellent multitasking and call control abilities

Strong customer service orientation and a client-first mindset

What we prefer

The incumbent must work with a global multidisciplinary team bilingual communication skills (French/English), Spanish is a strong an asset

Prior experience with ERP or CRM systems (e.g., AXAPTA, Zuora, or similar platforms)

Experience in a high-volume call center or fast-paced customer service environment

Familiarity with order management, invoicing, or billing processes

Comfortable working with cross-functional teams (planning, logistics, sales)

Adaptable and quick to learn new systems, products, or processes

Who we are
We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact.

At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Aperçu du poste
dormakaba est à la recherche d'un(e) représentant(e) du service à la clientèle basé(e) à Montréal pour un contrat de 6 mois. Le/la représentant(e) du service à la clientèle est responsable de fournir un soutien aux utilisateurs finaux (clients) en effectuant un diagnostic des questions tout en guidant les utilisateurs à travers des solutions étape par étape. Le/la représentant(e) est également responsable de saisir et de traiter minutieusement les commandes de matériel et de SaaS des clients.

Le/la…