Bilingual BDC Agent / Customer Service and Appointment Scheduling

Under the supervision of the department manager, you will be the first point of contact with our clients. We are seeking a bilingual BDC Agent to transform every interaction into an appointment opportunity while ensuring impeccable customer satisfaction.

Key Responsibilities

Sales & Appointment Scheduling

• Active solicitation of existing clients to promote our services and set quality appointments.
• Strategic preparation: analyzing client history and developing impactful call scenarios.
• Management and optimization of the appointment schedule (booking, confirmations, follow-up).

Web & Communications Management

• Omnichannel responses: email, chat, and text messages, with responsiveness and quality.
• Analyzing client needs and adapting responses to better understand online expectations.
• Market monitoring: tracking new product releases and industry trends.

Customer Experience & Continuous Improvement

• Satisfaction follow-up and participation in questionnaire design.
• Rigorous database updates and activity report generation.
• Documenting complaints, reporting to management, and proposing solutions to improve the customer experience.

Candidate Profile

• Language Skills: perfect command of French both spoken and written; bilingual (French/English) preferred.
• Communication & Customer Relations: ability to adapt speech according to the interlocutor and identify underlying needs.
• Analytical Mindset: aptitude for identifying needs and opportunities based on online information.
• Rigour & Organization: attention to detail and excellent management of follow-ups and reports.
• Proactivity: customer-oriented approach, anticipating needs, and taking initiative.
• Tools: experience with CRMs, preferably Activix CRM; ability to work in an omnichannel mode.

Benefits and Working Conditions

• Comprehensive group insurance plan and medication coverage.
• Continuing education and professional development opportunities.
• Flexible hours and work-life balance.
• Company closed on weekends; employee discounts available.
• Competitive compensation; accessible location via public transportation.

Why Join Us

• Join a dynamic and autonomous team committed to growth and operational excellence.
• Opportunities for advancement within a recognized automotive group.
• Direct contribution to improving the customer experience and the efficiency of internal processes.

If this position suits you, we invite you to consider this opportunity and your potential contribution to our team.