Customer Service Representative (Bilingual)

Bilingual Customer Service Representative

At Levata, we believe in making your journey with us prioritized by a focus on the customer and filled with impactful opportunities to elevate your potential. As we think big, we serve as champions to our customers, enabling what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations.

This is a fully remote role but the candidate must be based in Canada. The Bilingual Customer Service Rep is responsible for the overall relationship between their client, carrier and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded. This function's sole focus is on client satisfaction. What You'll do: As the primary interface between the client and OCR Canada, this role is responsible for the following key service measurements:

• Customer Relationship
• Contract Management
• Problem Solving & Planning
• Tracking & Reporting
• Service Level Management
• Manage issues escalated from Tier 1 Helpdesk
• Manage day to day services for customers – mobility activations, cancellations and suspensions
• Use ticketing system to help customers with incident management, repair and logistics.
• On a weekly basis, review open and closed tickets with the customer
• On a monthly basis, provide an overall report on the clients Managed Mobility Solution including Tier 1 Helpdesk
• Review service challenges and identify opportunities to for improvement based on specific actions to be executed
• Develop opportunities to expand, plan and contract service level agreement (SLA) management
• Analyze and present reports to customer on monthly basis, or at a frequency as requested by the customer executive team
• Maintain a high degree of professionalism, courteousness and friendliness
• Enthusiastically lives and breathes our Core Values
• Manage all the Customer facing communication aspects of the Recycle, Wipe and or Exec-Care programs
• Maintain up-to-date knowledge of all mobile devices
• Prepare waybills as required to support shipping and receiving
• Complete other tasks as required

What You'll Need:

• OSSD High School Diploma required
• Microsoft office training experience is an asset
• Proficiency in French and English

What We Offer:

• Comprehensive health and dental (100% premiums paid by Levata), paid vacation time5
• Cost-reduced health club membership
• Option to contribute in RRSP plan
• Salary range of $40,000-$45,000 depending on experience and a 5% annual bonus