Consumer Care Coordinator

This individual will also be instrumental in coordinating internal training, process improvements, and technical support, while providing operational and administrative assistance to ensure the team's efficiency and alignment with key performance indicators (KPIs), service level agreements (SLAs), and quality standards.


Advantages
Weekly insurance benefit of $10
Affordable insurance starting from the first day of employment
On-site cafeteria available to all employees
Access to an on-site gym facility
On-site clinic available for employee use
Two weeks of vacation, plus 5 paid sick days

Work Arrangement:
This is a hybrid position based in Montreal. Employees are expected to be in the office at least two days per week, specifically on anchor days: Tuesday, Wednesday, or Thursday. This model supports flexibility while ensuring strong team collaboration

Responsibilities
Consumer Support & Escalation Management
Act as a key contact for resolving complex consumer inquiries and escalations across various channels (e.g., phone, chat, email).
Collaborate with internal teams to address product issues, service concerns, and technical escalations.
Ensure consistent follow-up and resolution of consumer concerns in line with service standards and quality expectations.
Collect, analyze, and manage Consumer Care data to support reporting and process improvements.

Documentation & Knowledge Management
Develop, review, and maintain consumer-facing and internal documentation including product information, FAQs, training materials, and process guides.
Support continuous updates to documentation based on business changes, product updates, or feedback from teams and consumers.

Training & Onboarding
Coordinate and deliver training for new and existing team members on tools, products, and processes.
Support internal knowledge sharing through coaching, refreshers, and alignment sessions.
Assist in onboarding/offboarding activities, ensuring timely access and proper integration.
Operational & Administrative Support
Contribute to reporting and analysis of key metrics such as service levels, customer satisfaction, and ticket trends.
Assist with tool administration, ticket quality monitoring, and data integrity across support platforms.
Support planning and coordination of team logistics, communications, and scheduling needs.
Manage and ensure accuracy of Consumer Care data within reporting systems.

Cross-functional Collaboration
Work closely with internal stakeholders across departments and global teams to ensure alignment on priorities, projects, and initiatives.
Participate in cross-functional meetings and contribute to collaborative problem-solving and decision-making.
Support the implementation of new processes, tools, and initiatives to improve the consumer journey and team efficiency.

Continuous Improvement & Quality Assurance
Monitor service performance and identify opportunities for process improvements or service enhancements.
Support quality assurance activities through ticket reviews, coaching follow-ups, and trend analysis.
Adaptability & Project Support
Participate in and support various initiatives related to new product launches, internal system migrations, or structural changes within the team or organization.
Carry out other related duties as required to support evolving business needs, strategic priorities, or operational changes.


Qualifications
College or Bachelor's degree in Information Technology, Computer Science, Business Administration, Marketing, or a related field or equivalent experience, with a minimum of 1 year in a relevant role.
Ability to work independently, demonstrating strong organizational and problem-solving skills.
Exceptional client service skills and confidence in interacting with consumers across multiple channels (phone, chat, email, etc.), using a friendly, empowering, and professional tone.
Digital literacy across a wide range of devices (smartphones, tablets, laptops, etc.), with above-average keyboarding and computer navigation skills.
A passion for delivering exceptional consumer experiences, with a curious and solution-oriented mindset.
Commitment to following standard operating procedures, including product vigilance reporting.
Bilingualism (French and English) is required due to regular communication with internal and external stakeholders across Canada and internationally.


Summary
Does this job interest you?
Do not hesitate to send me your resume at : vithusha.ravi@randstadsourceright.ca



Randstad is Canada's largest employment agency, and each consultant is a specialist in his or her field. Not only will they be able to help you in your job search, they'll also be able to advise you on how to find a job that matches your skills.
As occupational health and safety is one of our top priorities, you'll also have access to our completely free online training.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.