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Bilingual Customer Service Reprsentative

Customer Support
047284 Requisition #
Type of employment: Regular
Business Line: Certification and Business Enhancement

Reporting to:  Business Manager for Industrial & Transportation Groups

Location: Mississauga, ON
About SGS:

Make an impact with SGS! With more than 97,000 employees and 2,600 offices and laboratories across the world, SGS is a silent force working hard behind the scenes to deliver quality and integrity to businesses across nine industries. As the world’s leader in providing inspection, verification, testing and certification services, Forbes ranked the SGS Group as one of the world’s top multinationals and one of the world’s most innovative companies. The Dow Jones Sustainability Index has also recognized the SGS Group for its sustainability processes. In Canada, SGS employs over 2,000 team members across 70 locations.

A day in the life of a Customer Care Representative at SGS Canada:
  • Schedule customer audits within timelines associated with the certification cycle and in time to allow recertification to occur prior to the certification expiring.
  • Ensure that Auditors are provided with the necessary audit pack documentation, as well as any other information and/or materials needed prior to the performance of their tasks.
  • Work with Full-Time Auditors and Product Managers to ensure that schedules are fully allocated within the scheduling system and that required utilization rates are being met.  Work with sub-contract Auditors to ensure that schedules are reflected in the scheduling system.
  • Schedule customer audits within timelines associated with the certification cycle and in time to allow recertification to occur prior to the certification expiring.
  • Regularly liaise with account contacts before, during and after auditing activity, including responding to customer requests quickly and thoroughly to ensure that all customer needs are met related to the fulfillment of each contract.
  • Conduct administration reviews on the audit reports in a timely manner and submit required audit report documents to Technical for review and certificate decision for initial and renewal certifications.
  • Ensure the timely release of the certificates upon certification.
  • Responsible for proposal generation and client contract extensions.
  • Maintain and prepare audit records, electronic files, system entries and other databases as required for assigned customers.

Ideal Candidate:
  • Education: Minimum of a College Dipolma, Bachelor’s Degree preferred
  • 1 - 3 years of previous working experience in an customer care representative or administrative role
  • Written and verbal communication in English and French
  • Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and / or the general public; that demonstrates sensitivity and diplomacy.
  • Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
  • Candidates must be proficient in using various type of computer software (Word, Excel, Certnet, or current SGS scheduling system, Microsoft Outlook etc.).
  • Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
Additional Information:

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process.  Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.

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