Customer Experience Agent Tier 1

About this opportunity The Customer Experience Agent is the first point of contact for customers seeking assistance with products, services, and account inquiries. This role is responsible for delivering responsive, accurate, and empathetic support across all communication channels, including phone, email, and chat, in both English and French. The CX Agent handles routine inquiries and straightforward issue resolution, following established workflows and escalating complex cases to senior agents when appropriate. Success in this role is built on consistency, attention to process, and a genuine commitment to a positive customer experience. Location: You must reside in Ottawa or Quebec, Canada. Language Requirement: Bilingual, French and English (fluent verbal and written proficiency required) Schedule: This role requires availability on one of the following fixed shifts: Sunday through Thursday, or Tuesday through Saturday. Shifts include weekday evening hours What you’ll do: Customer Support & Issue Resolution Respond to customer inquiries via phone, email, chat, and other assigned communication channels in a timely and professional manner, in both English and French as needed. Resolve routine customer issues efficiently, applying established procedures and exercising sound judgment to identify the best course of action. Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor, providing complete case context to ensure a seamless handoff. Follow up on open cases as required to ensure full resolution and customer satisfaction. Knowledge & Process Adherence Maintain an up-to-date working knowledge of company products, services, policies, and support procedures. Apply established workflows and service standards consistently to ensure uniform, high-quality customer interactions. Accurately document customer interactions, issue details, and resolution outcomes in the CRM system. Customer Feedback & Continuous Improvement Collect and record customer feedback during interactions, capturing recurring themes and pain points accurately. Identify patterns in customer inquiries and share observations with the CX Supervisor to inform process and product improvements. Participate in team meetings, training sessions, and coaching conversations to develop skills and stay current on process changes. Collaboration & Team Contribution Work cooperatively with fellow agents and support staff to maintain service continuity and shared queue coverage. Contribute to a positive team environment by sharing knowledge, supporting colleagues, and upholding a customer-first culture. Liaise with other departments as directed by the CX Supervisor to resolve cross-functional customer issues. Performance & Quality Standards Meet or exceed individual key performance indicators (KPIs) including, but not limited to, response time, first-contact resolution (FCR), and customer satisfaction (CSAT). Maintain quality standards in all customer interactions, including accuracy, tone, and adherence to brand guidelines, in both English and French. Participate in quality assurance reviews and apply feedback to improve individual performance. What you’ll need: 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. Competencies Customer Focus – Approaches every interaction with empathy and patience, prioritizing the customer’s needs and working to ensure a positive resolution. Maintains professionalism and composure when handling difficult or frustrated customers. Process Adherence – Follows established workflows, service standards, and documentation requirements consistently. Understands that adherence to procedure is foundational to delivering reliable, high-quality support at scale. Clear Communication – Conveys information, solutions, and next steps clearly and concisely across written and verbal channels, in both English and French. Adjusts tone and language appropriately for the customer and the nature of the inquiry. Problem Solving – Assesses customer issues methodically, applies available knowledge and tools to identify solutions, and recognizes when escalation is the appropriate course of action. Does not allow cases to stall without clear next steps. Reliability & Ownership – Takes responsibility for assigned interactions through to resolution. Follows through on commitments to customers and colleagues, and maintains consistent attendance and output in a team-dependent environment, including the required Sunday–Thursday or Tuesday–Saturday shift, weekday evenings, and some holidays. Continuous Learning – Actively engages with training, coaching, and feedback as opportunities to develop. Keeps product and policy knowledge current and applies new learning promptly in day-to-day work. What we offer: In addition to a competitive salary and annual bonus, we offer these great benefits: Employer matched RRSP Medical/Dental/Vision insurance with generous employer contributions 3 weeks paid vacation, 12 paid holidays, paid community service day, and a flexible work schedule Annual wellness allowance, as well as a paid mental health day once a year for when you need it Automatic WFH contribution to each paycheck Employee Assistance Program (EAP) Kalkomey is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Kalkomey is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email View email address on click.appcast.io #J-18808-Ljbffr