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Customer Service Representative – Chat, Back Office
Keolis Group. Provide day-to-day support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD) .
Tech Stack
Tools & technologiesGo
About the role
Key responsibilities & impact- Provide day-to-day support to customers using a service dedicated to booking assistance services for people with reduced mobility (PRM) and people with disabilities (PWD)
- Represent the image of client organizations and build customer loyalty through high-quality responses
- Handle chat requests and meet contractual response-time requirements
- Make outbound call-backs when necessary
- Identify the purpose of each chat and respond in accordance with established procedures
- Redirect chats to the appropriate departments and monitor interactions through to completion
- Enter chat information and follow-up details into the designated tools
- Manage and process customer cases in the back office
- Follow instructions, comply with internal processes, and apply guidelines relating to certifications and quality labels
- Attend training sessions on products, services, promotional campaigns, tools, and procedures
- Follow approved customer messaging and quality standards
- Understand and apply the principles of the quality management system
- Report malfunctions and contribute to the continuous improvement of customer service
- Use artificial intelligence tools daily to support customer service activities while retaining ultimate responsibility for the message sent
- Review, verify, and adjust AI-generated response suggestions
Requirements
What you’ll need- Educational background equivalent to a high school diploma to two years of post-secondary education
- Previous customer service experience preferred
- Responsiveness, quick thinking, and logical reasoning
- Enjoyment of teamwork
- Strong interpersonal skills
- Excellent written and verbal communication skills
- Commitment to service quality
- Curiosity and a proactive, solutions-oriented approach
- Ability to use artificial intelligence tools to prepare and personalize customer responses
- Ability to review, verify, and adjust AI-generated response suggestions
Benefits
Comp & perks- Remote work
- Employee Social and Economic Committee (CSE) benefits
- Employee savings plan
- Sustainable Mobility Package
- 75% reimbursement of transportation costs
- One paid day per year dedicated to a high-impact social initiative
- An inclusive and supportive company culture
- A collaborative and dynamic environment, including events, experience-sharing sessions, and regular company updates