Customer Support Representative

About the role

ST Media, a young and dynamic immigration company, is looking for a motivated and customer-oriented Customer Support Representative. The role creates a positive experience for potential and existing clients through client communication, problem-solving, administrative support and collaboration with other departments. Work is organised in comfortable and flexible shifts, with a competitive salary.

Key responsibilities

• Handle incoming and outgoing calls and communicate with clients by email.
• Answer enquiries, requests, feedback and complaints professionally and in a timely way.
• Understand customer needs and help find suitable solutions, including handling challenging conversations.
• Assist clients with online applications, documentation and process-related questions.
• Coordinate with other departments and follow up on outstanding requests.
• Gather customer feedback and identify ways to improve the customer experience.
• Maintain accurate client information and contribute to a positive team environment.

Required profile

• Fluent or native French and English, written and spoken.
• Good communication, empathy, patience, attention to detail and active listening.
• Problem-solving and conflict-resolution skills; able to stay calm under pressure.
• Organised, proactive, able to multitask and prioritise; willing to learn and work in a team.
• Previous experience is an advantage but not required.

Required skills

• Familiarity with Microsoft Word, Excel and Outlook.