Représentant(e) du service à la clientèle | Customer Service Representative

Compétences / Exigences

Qualifications

• Diplôme d'études professionnelles en soutien informatique ou tout autre diplôme d'études secondaires ou collégiales équivalent
• Deux (2) ans d'expérience en service à la clientèle dans un centre d'appels et dans un rôle de soutien applicatif
• Expérience dans des rôles en contact avec la clientèle, comme la formation des utilisateurs
• Expérience en comptabilité, un atout
• Expérience dans l'utilisation d'outils d'IA pour la productivité et l'analyse, un atout
• Expérience dans l'industrie de l'après-vente automobile, un atout
• Expérience de participation à des projets d'intégration ou de mise en œuvre de logiciels, un atout
• ****
• Carrus Technologies is a leading provider of ERP software solutions purpose-built for the automotive aftermarket industry. Headquartered in Canada, Carrus serves automotive parts distributors, retailers, and wholesalers across North America, helping them streamline operations, manage inventory, and grow their businesses through modern, industry-specific technology.
• As part of the Valsoft Corporation portfolio, Carrus combines the agility of a focused software company with the stability and resources of a global software group. The team is passionate about delivering exceptional client outcomes and continuously improving the product experience for the automotive aftermarket sector.

About the Role

Main Responsibilities

• Provide assistance, information, and support to customers regarding the company's products or services
• Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving
• Handle incoming calls, emails, or chat inquiries
• Maintain accurate records of customer interactions
• Refer unresolved customer requests to designated departments for further investigation (escalation)
• Contact customers to respond to requests or to notify them of investigation results, solutions, or planned corrections
• Perform periodic outbound calls to maintain client relationships and keep client information up to date in the CRM
• Obtain and examine relevant information to assess the validity of complaints and determine possible causes and resolutions
• Perform remote support interventions with clients, covering both hardware and software aspects of the company's products
• Provide training for customers on the company's products
• Participate in the new client onboarding process, including needs assessment, software configuration, data manipulation/import, training, and onboarding support
• Analyze and update client data as requested, via database scripts, file import/export (Excel/CSV), AI platforms, or other tools as required
• Other related tasks

Skills / Requirements

• Strong communication skills, empathy, and the ability to navigate customer service platforms
• Strong analytical and problem-solving skills
• Strong attention to detail
• Focus on customer satisfaction while keeping business context in perspective
• Ability to work in high-intensity client support environments and manage customer urgency
• Dynamic, proactive, and demonstrates initiative
• Excellent organizational skills, including a strong sense of priority management and adaptability to change
• Fluently bilingual in English and French, both spoken and written
• Excellent interpersonal and communication skills, both internally and with clients
• Knowledge of accounting principles and/or willingness to learn
• IT support knowledge in a Windows environment and/or willingness to learn
• Ability and willingness to be on-site at client locations during training and other events

Qualifications

• Professional education diploma in IT support, or an equivalent high school or college diploma
• Two (2) years of customer service experience in a call center and application support role
• Experience in client-facing roles such as user training
• Experience in accounting is an asset
• Experience using AI tools for productivity and analysis is an asset
• Experience in the automotive aftermarket industry is an asset
• Experience participating in software onboarding or implementation projects is an asset