Esri Canada is hiring a Customer Care Associate | Spécialiste du service à la clientèle to ensure a seamless post-sales experience by managing customer transactions with precision and care. You will oversee the delivery of Esri's GIS products and play a key role in exceeding customer expectations.
What You'll Do
- Report to the Manager, Customer Care and Renewal Management and communicate all relevant service matters.
- Provide an exceptional customer experience throughout the entire sales delivery lifecycle.
- Facilitate order management by processing orders and returns, ensuring accuracy and timeliness.
- Serve as the primary contact for customers via phone, email, and chat for general inquiries and product questions.
- Develop a strong understanding of Esri Canada's products and licensing solutions.
- Strengthen customer relationships through proactive service and acting as a company liaison.
- Foster and maintain positive, productive, and long-lasting relationships with customers and partners.
- Accurately document customer interactions and maintain records in the CRM system.
- Collaborate with other departments to resolve issues and improve customer satisfaction.
- Maintain a strong sense of urgency and inform management of critical problems.
What We're Looking For
- University degree, College diploma, or equivalent work experience.
- Minimum 3 years' relevant experience in customer service, preferably in software.
- Minimum 2 years' experience with Microsoft Office Suite and familiarity with CRM systems.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly.
- Demonstrated ability to deliver high customer satisfaction through empathy and a positive attitude.
- Strong problem-solving skills and the ability to think critically in high-pressure situations.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong attention to detail and data accuracy.
- Flexible mindset to adapt quickly to product and process changes.
- Willingness to work flexible hours, including evenings.
- Ability to quickly grasp new technologies.
- Knowledge of Esri Canada's products, services, and processes.
- Fluency in English is essential for client communication in English-speaking regions.
Nice to Have
- Knowledge of ArcGIS licensing and subscription models.
- Knowledge of My Esri.
- Experience with SAP.
- Digital commerce proficiency.
- A passion for great Customer Service and a genuine interest in customer success.
- Bilingual (English / Français) is an asset.
Technical Stack
- Microsoft Office Suite
- CRM systems
- Customer service software
- SAP
Team & Environment
You will be part of the Customer Support department, reporting to the Manager of Customer Care and Renewal Management.
Benefits & Compensation
- Work from Home or hybrid work options.
- Generous Paid Time-Off: up to 6 weeks of time off per year.
- 3 weeks of paid annual vacation, increasing with years of service.
- 50 hours of Paid-Time Off (PTO) for personal needs.
- 32 hours of Summer Time.
- Winter holiday office closure.
- Comprehensive health benefits plan.
- RRSP match increasing with years of service.
- Training and development programs for professional growth.
- Company perks including discounts on gym memberships and technology purchases.
- Company-sponsored events and social activities.
- Employee-driven initiatives such as yoga sessions and book clubs.
Work Mode
This role is based locally in Canada.
We value employment equity and will provide accommodations upon request at any stage of the hiring process.
