CALL CENTER SUPPORT - French & English Speaking

Job Description

Job Description

ABOUT THE WAVE GROUP

The Wave Group (TWG) is a disrupter in Digital Transformation solutions, delivering best-in-class managed services for our clients throughout the United State and Canada. We provide seamless integration capabilities that enable our clients to implement streamlined, customized programs aligned with their specific business requirements, regardless of their current technological infrastructure.

Our mission is to partner with clients to optimize operational processes, enhance security protocols, modernize payment systems, and leverage emerging technologies to drive sustainable business growth.

POSITION: CALL CENTER SUPPORT AGENT

JOB SUMMARY

We are seeking a dedicated and professional Call Center Support Agent to join our client services team. This role is essential in delivering exceptional customer support and maintaining positive client relationships. The successful candidate will demonstrate strong communication skills, problem-solving abilities, and a commitment to providing outstanding service while managing high-volume inbound and outbound communications.

KEY RESPONSIBILITIES

• Handle inbound and outbound customer calls in a professional and courteous manner
• Provide accurate information and technical support to clients regarding products, services, and account inquiries
• Resolve customer issues efficiently while maintaining a high level of customer satisfaction
• Document all customer interactions, inquiries, and resolutions in the company's CRM system
• Identify and escalate priority issues to appropriate departments or supervisors
• Follow established call center scripts, guidelines, and procedures
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction scores
• Assist with administrative tasks including data entry, filing, and document management
• Participate in ongoing training to maintain current knowledge of products, services, and procedures
• Collaborate with team members to ensure seamless customer service delivery

QUALIFICATIONS

Required:

• Fluency in English and French (written and verbal)

• Demonstrated experience in a call center, customer service, or client support role

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Experience with CRM software and call center technology
• Excellent verbal and written communication skills
• Strong active listening and problem-solving abilities
• Professional telephone demeanor with clear articulation
• Ability to remain calm and composed in high-pressure situations
• Strong organizational skills with proven ability to multitask effectively
• Customer service orientation with a solution-focused approach
• Ability to work both independently and collaboratively within a team environment
• Typing proficiency and attention to detail

Preferred:

• Experience in a technical support or B2B customer service environment
• Familiarity with digital transformation solutions or managed services
• Previous experience in a metrics-driven call center environment

SCHEDULE

• Full-time, in-office position based at our Rancho Cucamonga office
• Schedule will be determined based on our customer and support center needs
• Flexibility to accommodate occasional overtime based on business requirements

COMPENSATION & BENEFITS

• Competitive pay commensurate with experience

• Comprehensive benefits package include medical, dental, vision

• 401k with company match

• Paid time off (PTO)
• Professional development and growth opportunities
• Collaborative and supportive team culture

HOW TO APPLY

Qualified candidates are invited to submit their resume to careers@wavegroup.co with the subject line "Call Center Support Agent."