Bilingual Client Service Specialist

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21 hours ago

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Mitacs

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At Mitacs, we are bringing innovation to more people in more places across Canada and around the world. We make investing in new knowledge easier through access to top researchers, flexible project plans, and co-investments in talent. Our teams work closely with businesses, researchers, and governments to create new pathways to safer cities, better healthcare, improved products, a cleaner environment, and a more diverse and inclusive economy.-----À Mitacs, nous amenons l’innovation à plus de personnes dans plus d’endroits au Canada et dans le monde. Nous simplifions les choses pour les personnes souhaitant investir dans de nouvelles connaissances en leur donnant accès à l’élite de la recherche, à des plans de projet flexibles et à des investissements conjoints dans le talent. Les équipes de Mitacs collaborent étroitement avec le monde des entreprises, la communauté de la recherche et des instances gouvernementales pour explorer de nouvelles voies menant à des villes plus sûres, à de meilleurs soins de santé, à des produits plus efficaces, à un environnement plus propre ainsi qu’à une économie plus diverse et plus inclusive.

201 - 500 employees

Founded 1999

💰 $1.4M Grant on 2023-04

📋 Description

• Work as part of the Service Delivery Team to ensure optimal client experience and satisfaction of external stakeholders • Serve as the first point of contact for inquiries from various teams, including Application & Award Administration, Program Design, Business Development, and Finance • Respond to client inquiries in a timely and professional manner, ensuring their concerns are addressed promptly • Accurately gather and document necessary information from clients to facilitate a smooth handover to the appropriate department or specialist • Ensure inquiries are followed up on when needed to ensure satisfaction and to track the progress of any ongoing issues • Maintain detailed records of client interactions, inquires, and resolutions in Mitacs’s CRM system • Work closely with other departments to relay client feedback, identify potential areas for service improvements, and ensure consistent client experience • Assist clients in providing information on services, program features, and updates, ensuring they are fully informed and supported • Responsible for onboarding external stakeholders to Mitacs and its client journey • Guide external stakeholders through the application process, award and value maximizing of their project(s), as well as through various systems • Always ensure data integrity for data points on interactions and stakeholder accounts and applications • Bridge the gap between delivery teams activities and external stakeholders needs • Support the organization to ensure relationship continuity is maintained with clients • Be a subject matter expert on client service and support best practices • Other duties as required

🎯 Requirements

• A minimum of 1-3 years of experience in customer service, customer support, or customer experience • High attention to detail and accuracy in information gathering and documentation • Advanced working knowledge of Microsoft Word, Excel and Outlook • Experience working with any CRM and ERP • Experience working in a multi-departmental corporate environment • Ability to multitask and manage time effectively in a fast-paced environment • Strong problem-solving abilities and proactive approach to client support • Must be results-oriented, positive, and team-oriented mindset • Must possess excellent verbal and written communication skills • Flexibility and adaptability to changing priorities.

🏖️ Benefits

• Equity, diversity, and inclusion (EDI) and decolonization are core values at Mitacs. • We believe a diverse workforce comprised of individuals with different ideas, strengths, interests, and backgrounds (e.g., gender identities and expressions, Indigeneity, race, abilities, sexual orientation, and other identities) are crucial to our success. • We welcome everyone to apply and encourage you to connect with us if you require accommodations during the recruitment process.