Customer Service Agent

Unlock your potential  with Christie Innomed! As a Canadian leader in health technology, you will have the opportunity to put your skills and creativity to work.

Christie Innomed develops, distributes, integrates and supports innovative products and solutions that improve the performance of Canadian healthcare institutions in medical imaging and health IT solutions. Today, we are a leader in medical imaging and informatics with over 200 specialists supporting more than 1500 hospitals and clinics across Canada.

Job description 

Summary

Reporting to the Director, Corporate Services, you will be part of the Customer Service Center and therefore the first-level intervention team with our external and internal customers and offer them efficient and courteous service. You will greet this clientele by phone calls, as well as by e-mail. You will be responsible for managing service requests as well as complaints and providing general information to customers. You will know how to project a professional image at all times, in all your interactions with customers and members of the company. You must perform the tasks following the guidelines and procedures set by the company. The calls to be covered are National and the normal working hours are from 8:30am to 5pm. In addition, 1 week out of 2 the work schedule is from 10:30 am to 7:00 pm.

 Key accountabilities
  • Respond to calls quickly and professionally, while reducing customer wait times;
  • Analyze and transfer calls and various customer emails to service technicians according to established parameters;
  • Manage priorities according to the seriousness and risk of the situation;
  • Identify needs and manage customer information requests;
  • Respond to requests from service technicians in connection with the distribution of service calls;
  • Perform and ensure follow-up of customer calls and service technicians according to the procedure in place;
  • Maintain strong customer relationships by responding to questions and concerns promptly and professionally;
  • Prepare accessory quotes and process customer orders;
  • Complete the closing of service calls;
  • Identify and escalate the situations deemed a priority for the team leader;
  • Work closely with co-workers as well as the team leader to ensure the proper functioning of the customer service center;
  • Demonstrate flexibility and remain available to replace members of the Customer Service Center team as needed (reception, call center, preventive maintenance planning, customer orders, closing of service calls).

Desired profile

Qualifications and experience
  • High school diploma or equivalent;
  • Excellent communication skills orally and in writing, in French and English.
  • Recognized skills on the Microsoft Office Suite. Experience on ERP – Dynamics AX an asset;
  • 1-3 years of experience in a call center environment or in a customer support role;
  • Knowledge of customer service practices and principles;
  • Excellent data entry skills;
  • Excellent listening skills as well as a superior ability to communicate both orally and in writing;
  • Ability to deal with stressful situations.
 Other desired elements
  • Strong interpersonal skills;
  • Project a positive image with the client;
  • Recognized skills in teamwork;
  • Action-oriented approach, strong ability to manage priorities and deliver expected results in a dynamic environment;
  • Autonomous, demonstrates judgment, rigor and the ability to take initiatives;
  • Excellent communication skills orally and in writing, in French and English;
  • Attention to detail.
 Other important aspects
  • This is a gateway for the customer who needs information or is experiencing a particular problem. Projecting a positive image with the customer is therefore essential.
  • The incumbent is able to adopt a positive and reassuring attitude and can quickly establish a relationship of trust that makes it possible to meet the client’s needs.

* This is not an exhaustive list of the responsibilities, skills, tasks, requirements, efforts or conditions related to the position in question. Although we try here to be as faithful as possible to the current position, the managers reserve the right to modify the functions related to this position or to require that different tasks be performed given various circumstances (ie: emergencies, change staff, overwork, urgent work or technical developments).

Your needs, our concerns at Christie Innomed

Working at Christie Innomed means operating in an organization where the individual is at the center of our concerns. We want to offer you advantageous working conditions and a respectful, dynamic, and caring environment.

  • Competitive total compensation
  • Flexible telecommuting policy
  • Autonomy and flexibility
  • Work-family balance
  • raining and professional development programs

Christie Innomed is committed to diversity, equity and inclusion.

Seize the opportunity to develop your career through access to our growing network and a team of experts committed to your success.

Full-time

Apply now

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