Service Desk Support Agent jobs

Before you continue reading this job description, you should know there is one non-negotiable to be considered; You need to be fluently bilingual in both French and English, puisque vous devrez communiquer efficacement dans les deux langues par téléphone et par courriel. If you are a beginner/intermediate in French, or do not speak it at all, cette opportunité ne correspondra malheureusement pas aux exigences du poste, then check out our other jobs that require English only. If you’re bilingual in both French and English, et capable d'échanger avec aisance tant à l'oral qu'à l'écrit dans les deux langues, then keep on reading!

We’re on the lookout for Loyalty Legends & Customer Service Rockstars!

If you’ve got patience to spare, natural curiosity, and a customer-first mindset that enjoys turning an "uh-oh" into an "all good!", we want you on our team!

In this role, you’ll be the voice (and the inbox) for one of Canada’s biggest gas retailers, helping customers with everything from point redemption to their experience at our service locations and more. Gift card inquiries? Pre-authorization payment problems? Missing points? No matter the issue, you’re someone who remains attentive to customer needs and responds with empathy and ownership, delivering clear and confident solutions. Because for you, customer experience and first-contact resolution aren’t just goals, they’re a mindset.

If that all sounds like you, apply today!

Here’s the Deal:

• This is a full-time, permanent position starting September 4th.
• The bilingual hourly rate of pay is $19.50.
• You must be fluently bilingual in both spoken and written English and French.
• Training is provided in a fully virtual classroom.
• This position involves a rotational schedule of 30 to 45 hours per week, including regular evening and Saturday shifts. Our program is operational 9:00am to 9:00pm on weekdays and 10:00am to 6:00pm Saturdays, closed on Sunday. To be considered for this role, you must have open working availability within these hours. If you're looking for a typical 9 to 5 job, this will not be the right fit for you.
• We recognize that everyone works differently and can support you no matter your preference. If you prefer to work on-site in our Halifax office, that works for us. If you prefer to work from the comfort of your home, we will provide all the equipment you need. You’ll need to have access to hard-wire internet with upload/ download speeds that meet our testing minimums, a desk and chair.
• NOC code 64409.

What We Offer:

• Health, Dental, and Vision Benefits at 30 days, as well as dedicated virtual health access.
• Group RSP with matching contribution option.
• Life Insurance.
• Free employee & family assistance program for legal, financial, and health support.
• Beautiful office space with loads of natural light, multiple break rooms, internet, and TVs.

What You’ll Do:

• Help customers in French and English with all aspects of their service station experience and loyalty point rewards program. Inquiries range from pre-authorization delays and on-site facilities needing attention to missing points and educating about benefits to upholding and clarifying policies in easy-to-understand language.
• Take ownership of each inquiry to handle. One touch resolution is the goal.
• Guide customers through basic troubleshooting steps for them to use the loyalty rewards program app.
• Be an enthusiastic ambassador for the brand – you’ll be responsible for delivering high quality customer experience.

What You’ll Likely Have:

• Experience working in customer service handling escalations and solving inquiries through investigative work while ensuring a timely and positive experience.
• Demonstrated problem-solving and strategic thinking - you dig beyond surface-level questions and information to uncover root issues and find the right solution for the problem.
• Proven ability to direct customers to the right resources, and parse and simplify complex information with patience to spare.
• Sufficient tech aptitude to provide basic troubleshooting. You don’t need to be a tech genius, but you do need to be able to guide someone how to set up Bluetooth on their mobile device, direct someone through a web-based app, clearing caches, and password resets.
• A committed work ethic and reliability. You’re someone who wants the team to succeed.

We are committed to fostering an inclusive, respectful workplace where all employees feel a strong sense of belonging. We value diverse perspectives and strive to create an environment where everyone can thrive. We encourage applications from candidates who share these values.