Key skills
R
About this role
Role Overview
- Assist contractors in using the SafeContractor software, answer their questions, and guide them through completing their qualification files.
- Maintain rigorous follow-up on contractors' files via email and phone to ensure they are complete and compliant.
- Clearly explain the processes required to comply with client requirements.
- Respond to inbound calls from contractors regarding the use and features of the SafeContractor system.
- Build and maintain trusted relationships with contractors by identifying and assessing their needs to continuously improve their experience.
- Actively contribute to achieving department objectives based on defined key performance indicators.
- Participate in onboarding and training of new team members.
- Attend weekly department meetings and cross-departmental meetings to ensure effective coordination.
- Provide technical and functional support to the R&D team, particularly during the creation of new features or bug resolution.
- Handle client complaints professionally, proposing appropriate and effective solutions.
- Actively contribute to continuous improvement of customer service by suggesting optimizations for the SafeContractor platform as well as internal procedures and tools.
- Perform all tasks related to the smooth operation of the customer service function with diligence and commitment.
Requirements
- High school diploma (required)
- Fluency in French and English
- Relevant customer service experience
- Good knowledge of Microsoft Office and HubSpot
- Comfortable with computers and technology
- Patience
- Quick and efficient execution of tasks
- Reliability and punctuality
- Passion for customer service
- Ability to work independently
- Team player
- Adaptability and tolerance for change
- Strong organizational skills
- Good stress management and ability to prioritize
- Open-mindedness
Benefits
- Integrated mental health and well-being support
- Vacation — starting at 3 weeks
- Well-being days and an annual giving day — an extra opportunity for self-care or to give back to the community
- Comprehensive medical and dental coverage
- Year-end company shutdown to allow time to rest and recharge
- LinkedIn Learning license for upskilling and development