Customer Experience Agent – Tier 1
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Job Description
Bilingual Customer Experience Agent supporting Kalkomey’s outdoor education customers in English and French. Resolving routine inquiries across phone, email, and chat.
Responsibilities:
- Respond to customer inquiries via phone, email, chat, and other assigned channels in English and French
- Resolve routine customer issues using established procedures
- Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor
- Follow up on open cases to ensure resolution and customer satisfaction
- Maintain current knowledge of products, services, policies, and support procedures
- Apply workflows and service standards consistently
- Document customer interactions, issue details, and resolution outcomes in the CRM system
- Collect and record customer feedback, recurring themes, and pain points
- Share customer inquiry patterns with the CX Supervisor to support process and product improvements
- Participate in team meetings, training, coaching, and quality assurance reviews
- Collaborate with agents, support staff, and other departments to maintain service continuity and resolve cross-functional issues
- Meet or exceed response time, FCR, and CSAT KPIs
- Maintain accuracy, appropriate tone, and brand guideline adherence in customer interactions
Requirements:
- Bilingual fluency in French and English, written and verbal, required
- Ability to work a fixed shift of either Sunday through Thursday or Tuesday through Saturday, including weekday evening hours
- Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands
- Must reside in Ottawa or Quebec, Canada
- Consistent attendance and output, including required shifts, weekday evenings, and some holidays
- Ability to use established workflows, service standards, and documentation requirements
- Ability to accurately document customer interactions, issue details, and resolution outcomes in a CRM system
- Ability to meet or exceed KPIs including response time, first-contact resolution, and customer satisfaction
- Ability to maintain quality standards in English and French customer interactions
Benefits:
- Annual bonus
- Employer matched RRSP
- Medical/Dental/Vision insurance with generous employer contributions
- 3 weeks paid vacation
- 12 paid holidays
- Paid community service day
- Flexible work schedule
- Annual wellness allowance
- Paid mental health day once a year
- Automatic WFH contribution to each paycheck
- Employee Assistance Program (EAP)
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