Position Description
CGI is seeking a Bilingual Customer Service Representative to join our growing team. If you're passionate about delivering exceptional customer service and enjoy helping people solve problems, we'd love to hear from you.
As the first point of contact for our customers, you will provide professional and timely support by phone, email, and other communication channels. You'll assist users with inquiries, password resets, troubleshooting, and service requests while working closely with internal teams to ensure a positive customer experience.
This is a full-time permanent opportunity based in Moncton, New Brunswick. This role follows a hybrid work model, requiring team members to work from both the office and home based on business needs.
Your future duties and responsibilities
- Serve as the first point of contact for customers seeking technical assistance and password resets.
- Respond to customer inquiries through phone, email, fax, and other communication channels.
- Create, update, and manage support tickets using the help desk system.
- Troubleshoot basic technical issues and escalate complex issues to the appropriate support teams.
- Work with multiple web-based applications while accurately documenting customer interactions.
- Collaborate with team members to ensure timely issue resolution and continuous service improvement.
- Participate in team meetings, training sessions, and professional development activities.
- Contribute to process improvement initiatives and support additional projects as assigned.
- Work a variety of shifts within operating hours (Monday to Friday, 8:00 AM – 12:00 AM Atlantic Time).
Required Qualifications To Be Successful In This Role
- Community college diploma or an equivalent combination of education and relevant work experience.
- Minimum 2 years of customer service experience.
- Fluently bilingual in English and French (spoken and written).
- Passion for helping customers and delivering exceptional service.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal, written, and interpersonal communication skills.
- Comfortable working with multiple computer applications simultaneously.
- Proficiency with Microsoft Office (Word, Excel, Outlook).
- Ability to work independently while contributing effectively within a team environment.
- Strong organizational skills with excellent attention to detail.
Assets
The following qualifications would be considered assets:
- Experience in a contact centre, service desk, or help desk environment.
- Experience providing technical support or troubleshooting user issues.
- Experience working remotely or in a hybrid work environment.
- Familiarity with ticketing or help desk management systems.
Work Environment
- Hybrid work model.
- Home office must include a secure, private, and distraction-free workspace with reliable high-speed internet.
- CGI will provide the required equipment, including a laptop, monitor, and headset.
CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $35,000–$60,000 CAD. This role is an existing vacancy.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
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