Customer Experience Agent – Tier 1

Kalkomey Enterprises, LLC

. Respond to customer inquiries via phone, email, chat, and other assigned channels in English and French .

Posted 10/8/2026full-timeRemote • CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Bilingual fluency in French and English is essential for effective communication with customers. The candidate should demonstrate strong problem-solving abilities, attention to detail in documentation, and a commitment to meeting KPIs related to customer satisfaction and response times.

Highest-signal resume keywords

Bilingual Fluency In French And EnglishInbound Call Center ExperienceCRM Documentation SkillsKPI AchievementCustomer Satisfaction Focus

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Interaction DocumentationIssue ResolutionWorkflow ApplicationService Standards AdherenceKPI Monitoring

Soft Skills

Effective CommunicationCollaborationProblem-SolvingAttention To DetailCustomer Service Orientation

Tools & Technologies

CRM System

Industry Keywords

Customer ExperienceCall CenterCustomer FeedbackQuality AssuranceService Continuity

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, chat, and other assigned channels in English and French
Resolve routine customer issues using established procedures
Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor
Follow up on open cases to ensure resolution and customer satisfaction
Maintain current knowledge of products, services, policies, and support procedures
Apply workflows and service standards consistently
Document customer interactions, issue details, and resolution outcomes in the CRM system
Collect and record customer feedback, recurring themes, and pain points
Share customer inquiry patterns with the CX Supervisor to support process and product improvements
Participate in team meetings, training, coaching, and quality assurance reviews
Collaborate with agents, support staff, and other departments to maintain service continuity and resolve cross-functional issues
Meet or exceed response time, FCR, and CSAT KPIs
Maintain accuracy, appropriate tone, and brand guideline adherence in customer interactions

Requirements

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
Must reside in Ottawa or Quebec, Canada
Consistent attendance and output, including required shifts, weekday evenings, and some holidays
Ability to use established workflows, service standards, and documentation requirements
Ability to accurately document customer interactions, issue details, and resolution outcomes in a CRM system
Ability to meet or exceed KPIs including response time, first-contact resolution, and customer satisfaction
Ability to maintain quality standards in English and French customer interactions

Benefits

Comp & perks

Annual bonus
Employer matched RRSP
Medical/Dental/Vision insurance with generous employer contributions
3 weeks paid vacation
12 paid holidays
Paid community service day
Flexible work schedule
Annual wellness allowance
Paid mental health day once a year
Automatic WFH contribution to each paycheck
Employee Assistance Program (EAP)