Agent / Agente service à la clientèle (maternité 12 mois) / Customer service Agent (maternity leave, 12 months) Montréal

Equans is looking for a Customer service Agent, based in Montreal Downtown!

Job status : Temporary, Full-time

Contract duration : approximately 12 months

What we offer at Equans:

• Group insurance benefits starting from your hire date.
• Annual vacation.
• A retirement plan.
• Eight (8) statutory holidays.
• Hybrid work model.
• Opportunity to join an internationally recognized organization.
• Work-life balance.
• A commitment to diversity and inclusion.

*** Conditions will be determined in accordance with the Act respecting labour standards legislation. ***

The Equans Group is a world leader in the energy and services industry. The Group operates in 20 countries and has 90,000 employees on 5 continents.

Equans designs, installs, and delivers customized solutions to improve its customers’ equipment, systems and technical processes and optimize their use in the context of their energy, industrial and digital transitions.

Active in Canada and the United States for more than 30 years, Equans Services is the partner of businesses, industries and institutions that want to move towards more connected buildings, manage their facilities efficiently and decarbonize transportation infrastructure and mobility.

We design, install, and maintain custom solutions to improve our customers’ facilities, systems, and infrastructures.

Our core offerings are focused in the following areas:

• Integrated Asset and Facilities Management
• Operation and maintenance of buildings and equipment
• Energy efficiency solutions and sustainability plan
• Building automation and controls
• Solutions for transportation and mobility

To learn more, visit www.equansservices.com/en.

Job Summary

As a Bilingual Customer Service agent, you will be responsible for assisting our clients promptly with courtesy and professionalism. You will provide them with accurate information about our various products and services. This position is an excellent opportunity to leverage your exceptional customer service skills.

We offer a comprehensive training and mentorship program to help you gain the knowledge and skills needed for professional success. Additionally, we provide funding for continued education, allowing you to take further training to expand your expertise.

Responsibilities

• Interact with diverse clients and respond to their calls with professionalism and courtesy, providing accurate information to meet their needs.
• Address questions received via email or chat.
• Answer calls in line with the Service Level Agreements (SLA) specified in the contract.
• Adhere to established service standards and deliver outstanding customer service.
• Maintain a positive and professional attitude at all times when working with clients and team members.
• Uphold our core values: Customer Perception, Integrity, Partnership, and Community.
• Manage multiple tickets simultaneously while staying calm and prioritizing urgent requests.
• Communicate clearly and professionally to deliver client-focused solutions.
• Collaborate with team members and contribute to a positive, supportive work environment.
• Perform other related tasks as assigned by your immediate supervisor.

Requirements

• Authorized to work in Canada.
• Minimum of 1 year  experience in a customer service environnement (preferably in a call center).
• Strong commitment to customer service with a positive and proactive attitude.
• Excellent organizational and time management skills, with the ability to prioritize effectively.
• Ability to thrive in a fast-paced and ever-evolving environment.
• Strong interpersonal skills, capable of working independently and as part of a team.
• Self-motivated and able to handle multiple tasks while meeting tight deadlines.
• Dedication to delivering high-quality work.
• Proficient in Microsoft Office tools, including Word, Outlook, and Excel.
• Typing speed of at least 40 words per minute.
• Strong written communication skills.
• Ability to manage multiple requests simultaneously.
• Excellent verbal and written communication skills in both French and English.

Serving Canada and the United States, we must ensure the delivery of our services in the appropriate language, guaranteeing smooth and tailored communication to meet their needs. 

Level of spoken and written French: Proficient 

Level of spoken and written English: Proficient

Frequency of English usage : Daily

Availability to work the following schedule is required:

• Monday: 9:00 AM to 4:00 PM
• Tuesday: 8:00 AM to 4:00 PM
• Wednesday: 8:00 AM to 3:00 PM
• Thursday and Friday: Off
• Saturday and Sunday: 12:00 AM (midnight) to 8:00 AM.

Assets

• Postsecondary studies in business administration
• Basic knowledge in the field of electromechanical infrastructure maintenance

Skills

• Service-oriented mindset.
• Autonomy and organizational skills.
• Versatility and collaborative spirit.
• Courtesy toward clients and partners.
• Dynamism and adaptability.
• Judgment and attention to detail.
• Team spirit.
• Strong sense of responsibility and priority management.
• Effective communication skills.
• Focus on continuous improvement.
• Analytical and synthesis skills.

Equal employment opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Comment

Does this challenge interest you? We would like to get to know you and we thank everyone who applies.