Bilingual Customer Service Representative

Canadian National Railway • Montreal, Quebec, Canada • 12h ago

Role:

Manage incoming requests from Senior Customer Service Representative and work with customers to take appropriate action to ensure requests are fulfilled. This includes handling requests or working with other stakeholders (ex. ETC, OS, Claims) to complete tasks. Work with Senior Customer Service Representatives and Supervisor to escalate as required.
Communicate, monitor and advise customers on problems areas, service exceptions, special requests and update necessary logs, forms or systems, as required.
Assist the customer in specific activities, such as diversions, transloads, waybilling issues, inbound load rejects, imbalanced/overload cars, bad order cars, holiday schedules, etc.
Run various systems inquiries (ex. SRS, Business Objects, CSI) obtaining status on shipments and empty equipment. Compile and analyse data.
As required, monitor fleet location, traffic status, updating work orders as needed, identifying exceptions and shortfalls.
Other duties as assigned and required.
Wait time for initial contact
Length of time required during interaction to reach resolution
Ability of the CSR to impart relevant knowledge on the first contact
CSR scorecard
General customer service perception (measured by surveys)
Additional measurements as required

Working Conditions

Expected: 25-30% on phone with Customer. Expected to remain professional when faced with difficult situations.
Fast-paced and intense with many time constraints, outside pressures and simultaneous activities; required to prioritize, follow-up and escalate internally in addition to answering customer inquiries.
Shifts are assigned based on seniority. Some shifts will require shift work (day shift, afternoon shift, night shift, weekends, and holidays).
High team-interdependence expected.
Must be able to work without constant, direct supervision.

Employment Requirements

Postsecondary preferred. Equivalent experience may be considered.
Previous Customer Service position and Call centre experience (min. 1 year full time)
Excellent verbal, reading comprehension and writing skills in English (fluent French and English in Montreal).
Excellent communication \& customer service skills.

Assets

Proficiency in the use of Microsoft Office, Word and Excel with a minimum typing speed of 30 words per minute.
Courteous telephone manner is required.
Good working knowledge of North American geography and train operations.
Must be reliable and flexible.
Experience working with external and internal customers and vendors.

Canadian National Railway

Related Jobs

Customer Service Representative

Transport Loyal Express • Anjou, Québec, Canada • 11h ago

Customer Success Executive

11h ago

Customer Service Representative

Tele-Ressources Staffing Services • Dorval, Quebec, Canada • 1d ago

Customer Success Executive

1d ago

Customer Service Representative

Couche-Tard • Montréal, Québec, Canada • 1d ago

Customer Success Executive

1d ago

Représentant du service à la clientèle Sports/Sports Customer service representative

Lanctôt Sports • Montréal, Québec, Canada • 1d ago

Customer Success Executive

1d ago

Customer Service Representative

Alimentation Couche-Tard • Brossard, Québec, Canada • 1d ago

Customer Success Executive

1d ago

Customer Service Representative

Amyantek • Kirkland, Quebec, Canada • 4d ago

Customer Success Executive

4d ago

Bilingual Customer Service Representative

Williams-Sonoma • Brossard South, Québec, Canada • 1w ago

Customer Success Executive

1w ago

Superviseur Exploitation (Entretien & Sécurité) / Operations Supervisor (Maintenance & Security)

Jones Lang LaSalle • Montréal, Québec, Canada • 3h ago

Operation Manager

3h ago

Aircraft Maintenance Engineer – (CAT 19) – Structures

Air Canada • Dorval, Québec, Canada • 3h ago

Aircraft Maintenance Engineer

3h ago

Associé(e) à la Livraison | Delivery Associate

Keurig Dr Pepper • Montreal, Quebec, Canada • 3h ago

Associé(e) à la Livraison Delivery Associate

3h ago