customer service representative - call centre

You are an experienced customer service representative in the industry of transportation who strives for excellence in both turnaround time and quality of customer service, we want you in our team ! We are looking for a bilingual customer service agent who is available from 10h00AM to 6h30 PM, from Monday to Friday. Position Summary Under the supervision of the Customer Service Manager and in close collaboration with operations the incumbent is responsible for managing all aspects of customer service in an optimal manner, while protecting the company?s interests and profitability. Day to Day Responsibilities: * Answer customer calls (pickups, shipment tracking, emergencies, and complaints) * Respond to driver calls (OS&D, delays, etc.) * Document each file according to company procedures and standards * Update customer profiles as needed * Identify recurring issues within the organization and share actionable recommendations with the supervisor * Manage reports required by management within specified deadlines * Contribute to the continuous improvement of interdepartmental processes within the scope of assigned responsibilities * Promote the company's services, website (appointments, billing, tracking, proof of delivery, bills of lading, and notes), and payment methods * Any other related tasks as required by management (see Objectives and Mandates section) What we are looking for : * 5 years of experience in a Customer Service position in the transport industry * English and French speaking to support our customers all across Canada. * Diplomacy * Solutions oriented * Team player * Comfortable with computers * Professional mastery of the office suite (Excel, Outlook etc...) * Knowledge of AS400 is an asset What we offer : * Recognition of experience for vacation allowance * Collective insurance * Employee and Family Assistance Program * Telemedicine * 5 sick/personal days per year Type d'emploi : Temps plein, Permanent Rémunération : 47 000,00$ à 55 000,00$ par an Avantages : * Assurance Dentaire * Assurance Maladie Complémentaire * Assurance Vie * Congés payés * Stationnement sur place Question(s) de présélection: * What are your salary expectations for the position ? Expérience: * Service à la clientèle: 5 ans (Obligatoire) Langue: * Français (Obligatoire) * Anglais (Obligatoire) Lieu du poste : En présentiel