Consignaction is responsible for deploying and managing the modernized deposit-refund system in Quebec. It's a huge social project that's been many years in the making, thanks to the hard work and determination of our dedicated team. By joining Consignaction, you'll be making a difference for the environment, and for generations to come.

Department: Customer Service

Immediate superior: Customer Service Coordinator

Position type: Full time, Permanent

Employee benefits:

• Group insurance (health, dental, illness, disability, life)
• Telemedicine
• Simplified pension plan
• Flexible working hours in hybrid mode

Full job description

Under the supervision of the customer service coordinator, the customer service advisor will be responsible for helping citizens understand the modernized deposit-refund system, as well as providing day-to-day assistance to members of the Quebec population.

He is responsible for providing exceptional customer service, ensuring customer satisfaction and contributing to the success of the new refundable/returnable containers recovery system. The position is critical to the successful realization of AQRCB's refundable/returnable containers reclamation program, ensuring superior customer service, problem resolution and customer satisfaction. This position represents a significant opportunity to make a positive contribution to an environmental program of major importance to Quebec society.

Main tasks and responsibilities

• Offer assistance to citizens by answering telephone calls, e-mails or any other means of communication in a prompt and professional manner;
• Provide precise information on the modernized deposit-refund system, registration and collection procedures;
• Ensure clear communication in French and English, taking into account the multicultural nature of our customers;
• Record customer complaints and comments, clearly identifying the nature of the complaint;
• Collaborate with other AQRCB departments to resolve issues raised by citizens;

• Apply the complaint management process, ensuring the satisfaction of all parties involved;
• Make recommendations on the complaint management process;
• Maintain a complaints log for follow-up and future improvements;
• Ensure that every interaction ends with confirmation of customer satisfaction;
• Take steps to resolve problems efficiently and professionally.

 

Profile required

Training

• College education or relevant experience.

Experience and knowledge

• Experience in a customer service role;
• Excellent listening, verbal and written communication skills;
• Organizational skills and initiative;
• Ability to manage different types of stakeholders and diplomatic skills;
• Proficiency in Microsoft 365 tools;
• Experience in a regulated environment (an asset);
• Excellent command of the French language and fluency in English;
• Ability to manage stressful customer service situations;
• Ability to work independently and as part of a team;
• Good understanding of AQRCB's refundable/returnable containers recovery program procedures (training provided).