Product Specialist (CSR) - Bilingual

Montréal, QC

Ready to become a Mogo product know-it-all? Based remotely, the Bilingual Mogo Product Specialist (CSR) is our member’s go-to for any and all questions pertaining to one of Mogo’s products; Moka. In this role, we are looking for individuals with excellent communication skills in English and French (both written and verbal), a genuine passion for leading edge technology, and the ability to thrive in a fast pace of ever-changing processes and products. 

What you'll do:

  • Respond and engage with users at all stages of the user experience via chat, email and phone
  • Anticipate customer needs and exceed their expectations in terms of quality of service and support
  • Educate our users with respect to our products
  • Triage, prioritize and dispatch tickets to the appropriate team members
  • Perform workflow tasks to onboard new users
  • Collaborate with our marketing, product and development teams to help inform, design and implement solutions to optimize ticketing and support processes
  • Measure and optimize user loyalty/ Net Promoter Score (NPS)
  • Identify and constantly engage alpha (loyal and passionate) users
  • Identify and recommend solutions to increase referrals

What you'll need:

  • Excellent communication (both verbal & written) skills in French & English 
  • Ability to ask the right questions to solve problems quickly
  • Reliable internet connection and a quiet, private place to work from home (for the time being)
  • Tech savvy, comfortable navigating and working with smart phones, computers, tablets etc
  • Ability to work in a fast-paced dynamic organization, with a focus on flexibility to keep up with changes
  • Previous experience in customer support/success/retention role is preferred
  • Availability to work full time - Mon-Fri - the hours are flexible

Apply today! Mogo is an inclusive place to spend your work life. We hire team members for their talent and diverse backgrounds. Bring your unique perspective to Mogo and help our customers achieve their best financial lives.

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