Customer Service Specialist

JOIN SIGVARIS GROUP!

For more than 160 years, SIGVARIS GROUP has been committed to helping people feel

their best, every day, with high-quality and innovative medical compression therapy solutions. Recognized as one of Montreal’s Top Employers, SIGVARIS is looking for a dynamic and energetic specialist to join the Canadian customer care team.

General Description

The Customer Support Specialist (CSS) delivers elevated customer experience across omni-channels and serves as a subject-matter resource for complex inquiries. The CSS proactively identifies opportunities to improve processes, captures insights into driving the sales alignment, and consistently meets customer experience quality standards.

Key Responsibilities

Customer Engagement & Relationship Building:

• Demonstrate empathy and care by using a customer-centric approach; ask structured, open-ended questions; clarify needs to avoid assumptions; provide accurate, timely information; resolve objections; and maintain a professional, friendly tone.
• Provide multi-channel support by managing inbound calls, emails, chats, and faxes for product inquiries, order status, troubleshooting, and general support.
• Manage and coordinate complex end-consumer resolutions with contact case owners.
• Deliver outstanding customer experience and proactively exceed expectations of 80% on customer experience scores in call evaluations.

Compliance, Accuracy & Follow-up:

• Ensure precision, accuracy and timeliness of order entry, returns, account changes, and documentation in the CRM system; follow established procedures and SLAs.
• Meet or exceed all KPIs as set by management (Lost Call Rate, Average Handle Time, etc.).

Sales Alignment & Integration:

• Identify upsell/cross-sell opportunities, mention new products, and ask for orders; share business intelligence from calls to support sales initiatives.
• Proactively capture business insights from inbound calls, track interactions and share outcomes to support the sales, marketing and product teams.
• Perform outbound call campaigns

Continuous Improvement:

• Share recommendations to enhance customer care processes and training materials.
• Collaborate cross-functionally with Sales, Warehouse, Accounting, and other departments to resolve issues and improve outcomes and promote knowledge sharing.
• Maintain strong knowledge of SIGVARIS products to optimize care and participate in ongoing training.

Qualifications

• Experience: 5+ years in customer-facing role with complex case handling.
• Education: College degree in a health or business-related field or equivalent experience.
• Technical: Proficiency with Microsoft Office and customer care platforms (Genesys, SYSPRO, Salesforce).
• Competencies: Adaptable with strong time management and organizational abilities; focused and results driven; positive and collaborative attitude.
• Language: Bilingual (English* & French) with excellent verbal and written communication oral and written.
• Other: Background check; availability for full-time work within assigned shifts.

* English is required for collaboration with national stakeholders.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to wear a headset to speak on the telephone for extended durations.

Benefits:

• Hybrid working model
• Market competitive benefits program as of day 1

Job Type: Full-time