CGI - Payroll Service Center (PSC) offers all-in-one cloud solutions that simplify payroll and human capital management. We take pride in our privileged relationships with clients, and their satisfaction rate is very high. Every day, our members help hundreds of clients process their employees’ payrolls across various industries. In this role, you will contribute to the success of local businesses within a dynamic team of over 700 professionals and 62,000 clients!
We are looking for a reliable and motivated person. Are you ready to play a key role?
Reporting to the Director of Customer Relations, the chosen candidate will act as a Customer Loyalty and Experience Advisor. They will play a key role in client satisfaction and retention, particularly by handling the resolution of client situations or events. If you are passionate about problem-solving and have excellent investigative and organizational skills, join us!
-Handle dissatisfaction and claims that could not be resolved at the first level and ensure rigorous follow-up.
-Identify the causes of dissatisfaction by analyzing communications, establishing the chronology of events, and collaborating with other departments (support, technical, team leader, manager, etc.).
-Liaise with the client throughout the process, explaining the ongoing steps, providing clear and reassuring answers to their questions, and presenting the conclusions of the analysis.
-Based on the conclusions of the situation analysis, establish the resolution strategy and, in some cases, propose and negotiate compensation.
-Write letters and emails to clients, ensuring clarity, conciseness, and precision of information, and adopting a professional tone.
-Produce a monthly report on the types of dissatisfaction, their frequency, and the actions taken to resolve the issues.
-Handle collaboration requests (affidavit, subpoena, summons, etc.) from external stakeholders (ministries, union, bailiff, etc.).
-Advise customer service agents on certain situations related to account holder changes, authentication, etc.
-Hold a college diploma (DEC)
-Minimum of 3 years of experience in customer service or a similar position
-Knowledge of payroll management
-Excellent communication and negotiation skills
-Good writing skills
-Strong analytical skills - Ability to examine a situation from different angles, anticipate -problems, and ask questions
-Good priority management
-Demonstrate a strong sense of rigor, attention to detail, and initiative
-Bilingualism (French and English)
-Excellent time management and organizational skills
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills: Analytical ThinkingCustomer Service & SupportSolution Analysis What you can expect from us:Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Come join our team—one of the largest IT and business consulting services firms in the world.