Bilingual Client Support / Service Desk

Job description

Position Description:

Are you passionate about providing exceptional customer service? Motivated by helping others?
If you have a high attention to detail, are happy to provide a hospitable customer experience by phone and email and show patience and professionalism; we would be interested in talking to you!
Our ideal candidate is providing a premium customer experience, supporting end-users seeking assistance and password resets as well as coordinating with team members to resolve issues in a timely and efficient manner. Contact types include fax, mail, email, and inbound/outbound calls.

Your future duties and responsibilities:

• First point of contact for customers seeking assistance and/or password resets
• Working with multiple internet-based applications
• Create and assign tickets in our help-desk tool
• Escalate unresolved issues to the appropriate team members
• Work as a team to adhere to and improve internal processes
• Participate in meetings and career progression
• Various duties, projects and responsibilities assigned relating to the role
• Able to work a variety of shifts during operating hours (Monday to Friday 8am – 12pm AST)

Required qualifications to be successful in this role:

• Must be fluently bilingual (English & French)
• You like helping people – this is non-negotiable
• Aptitude for troubleshooting and providing support
• Computer multitasking; ability to work with multiple internet applications
• Proficient in use of MS Office (ie.MS Word, Excel)
Home Office / Hybrid Work Requirements
• CGI has a hybrid work environment, where members work from home some days and from the office other days.
• Home office must include a private work area that’s secure, quiet and distraction free and have reliable internet.
• Equipment required for the role will be provided (i.e.. Laptop, monitor and headset).
Education
• Community college diploma and/or equivalent relevant work experience

• Excellent customer service skills
• Excellent communication skills (written, verbal and interpersonal)
• Strong team orientation with a high level of enthusiasm
• Self-motivated with a good sense of responsibilities
• Able to multitask and work confidently with minimal supervision
• Minimum of 2+ years customer service experience
• Experience in a contact center or help desk environment troubleshooting or providing support is considered an asset
• Experience working independently and autonomously in a virtual/remote environment is considered an asset

Skills:

·  Customer Service & Support
·  Remedy
·  English
·  French
·  Incident Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.