Reporting to the Team Leader, the Customer Relations Representative promotes the image of the contracting clients and builds customer loyalty through the quality and relevance of responses provided.
Handles both front-office and back-office tasks.
Contributes to improving service quality and manages administrative aspects related to assigned duties.
Receive incoming calls and make outgoing calls.
Identify the purpose of the call (information, complaint, assistance, order, sale, etc.).
Respond to customer requests following established procedures.
Redirect calls to the appropriate departments when necessary.
Ensure effective follow-up of customer interactions.
Enter call details and follow-ups into dedicated tools.
Manage and process customer files in back-office according to established procedures.
Follow instructions and comply with internal processes.
Apply directives related to current certifications and labels.
Attend training on products, services, promotional campaigns, tools, and procedures.
Respect the customer messaging and defined quality standards.
Understand and apply the principles of the quality management system.
Contribute to continuous improvement of customer service by reporting malfunctions.
Use artificial intelligence tools (virtual assistants, suggested responses, sentiment analysis) to prepare and personalize responses to customers, while retaining final responsibility for the messages sent.

Requirements

Education: High school diploma to two-year post-secondary degree (Bac to Bac+2).
Ideally 1–2 years of experience in a customer contact center.
Quick thinking, logical, and responsive.
Enjoys teamwork.
Strong interpersonal skills, excellent written and verbal communication; service quality is essential to you.
Curious and proactive, able to propose improvements.

Benefits

Remote work (up to 3 days per week)
Employee representative committee (CSE)
Employee savings plan
Sustainable Mobility Allowance
75% reimbursement of transportation costs
Solidarity engagement (Kisio offers each employee the opportunity to dedicate 0.5 day per year to a high-impact social mission)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

interpersonal skillswritten communicationverbal communicationteamworkquick thinkinglogical thinkingresponsivenesscuriosityproactivityservice quality

Certifications

current certificationsquality management system principles