Bilingual Customer Service Representative – EAST - Jobs in Montréal, QC

Job Description

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The opportunities we offer are meaningful because the work we do matters. Join us!Job SummaryThe Bilingual Customer Service Representative (CSR), Customer Service East is responsible for enhancing CN’s customer’s satisfaction and adding value in every interaction using the standardized CSR toolkit such as scripted greetings. The incumbent manages customer’s perception of the railway and strengthens the Company’s brand. The position oversees operations concerning customers, including report analysis, customer requests, problem resolution, and escalation. The role ensures the customer requests are resolved efficiently. Additionally, the position assists Account Managers to keep abreast on issues affecting customers and collaborating with Operations to provide recovery plans.Main Responsibilities

• Manage incoming customer inquiries by email and telephone to determine customer requests and concerns as well as take appropriate action to ensure requests are fulfilled efficiently
• Follow up on items directed to other internal CN parties to ensure resolution is complete
• Partner with Customer and Operations departments to communicate issues on CN tracks and at the customer’s facility
• Ensure customer facility issues are resolved efficiently and results communicated to Operations
• Perform service exception notification and recovery planning
• Work with Operations to expedite traffic and initiate extra service requests as appropriate and within established guidelines
• Highlight repetitive issues and work with the Customer, Management, and Operations to expedite resolution
• Provide car tracing information, car status modification, and supply information
• Collaborate with customers to increase their usage and understanding of CN self-service tools
• Answer general inquiries and connect customers with the right parties for further assistance if required such as Optional Services and Claims
• Perform other duties as assigned and required

Working ConditionsThe role has standard working conditions in an office environment and is required to be available to work night, day, and afternoon shifts, holidays, and weekends. The role primarily communicates by telephone and email. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress. The incumbent is required to pass new qualification testing to hold the position.RequirementsExperienceCustomer Service and Call Center

• Minimum 2 years of customer service and call center experience or equivalent
• Experience working with external and internal customers and vendors

Education/Certification/Designation

• Postsecondary education*
• Any designation for these above would be considered as an asset

Competencies

• Communicates with impact
• Collaborates with others and shares information
• Demonstrates active listening
• Solves problems to create value
• Applies critical thinking
• Delegates and empowers others to create accountability
• Develops self and others
• Fluently bilingual both written and verbal (English, French*)
• Any designation for these above would be considered as an asset

Technical Skills/Knowledge

• Ability to analyze data and identify trends
• Knowledge of North American geography and train operations
• Ability to multi-task in a fast-paced environment
• Display ethical behavior and adherence to strict company policies and guidelines
• Advanced knowledge of Microsoft Suite (Excel, PowerPoint, and Word)*
• Logistics management experience*
• Minimum typing speed of 30 words per minute*
• Any designation for these above would be considered as an asset

About CNCN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.Quick Apply

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