Client Service Specialist - Bilingual

March 12

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Mitacs

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At Mitacs, we are bringing innovation to more people in more places across Canada and around the world. We make investing in new knowledge easier through access to top researchers, flexible project plans, and co-investments in talent. Our teams work closely with businesses, researchers, and governments to create new pathways to safer cities, better healthcare, improved products, a cleaner environment, and a more diverse and inclusive economy.-----À Mitacs, nous amenons l’innovation à plus de personnes dans plus d’endroits au Canada et dans le monde. Nous simplifions les choses pour les personnes souhaitant investir dans de nouvelles connaissances en leur donnant accès à l’élite de la recherche, à des plans de projet flexibles et à des investissements conjoints dans le talent. Les équipes de Mitacs collaborent étroitement avec le monde des entreprises, la communauté de la recherche et des instances gouvernementales pour explorer de nouvelles voies menant à des villes plus sûres, à de meilleurs soins de santé, à des produits plus efficaces, à un environnement plus propre ainsi qu’à une économie plus diverse et plus inclusive.

Research • Innovation • Research and Development • Commercialization • Grants

201 - 500 employees

Founded 1999

💰 $1.4M Grant on 2023-04

📋 Description

•Mitacs has been growing at a rapid pace over the last few years. •To sustain its rapid growth, we are committed to strengthening our customer-facing activities. •The Client Service Specialist will be responsible to handle client inquiries from various departments, ensuring prompt and effective communication. •Develop and onboard internal and external stakeholders throughout the entire client journey at Mitacs. •Ensure they understand and see the value add of a Mitacs partnership and its various offerings. •This role has the intent of bridging the gap between all delivery teams and the business development teams to offer the optimal client experience. •Achievement, Collaboration, Creativity, Decolonization, EDI, unity are key values considered in this position. •Serve as the first point of contact for inquiries from various teams including, Application & Award Administration, Program Design, Business Development, and Finance. •Respond to client inquiries in a timely and professional manner, ensuring their concerns are addressed promptly. •Accurately gather and document necessary information from clients to facilitate a smooth handover to the appropriate department or specialist. •Ensure inquiries are followed up on when needed to ensure satisfaction and to track the progress of any ongoing issues. •Maintain detailed records of client interactions, inquiries, and resolutions in Mitacs’s CRM system. •Work closely with other departments to relay client feedback and identify potential areas for service improvements to ensure consistent client experience. •Assist clients in providing information on services, program features, and updates, ensuring they are fully informed and supported. •Responsible for onboarding external stakeholders to Mitacs and its client journey. •Guide external stakeholders through the application process, award and value maximizing of their projects, as well as through various systems. •Always ensure data integrity for data points on interactions and stakeholder accounts and applications. •Support the organization to ensure relationship continuity is maintained with clients. •Be a subject matter expert on client service and support best practices.

🎯 Requirements

•A minimum of 1-3 years of experience in customer service, customer support, or customer experience. •High attention to detail and accuracy in information gathering and documentation. •Advanced working knowledge of Microsoft Word, Excel and Outlook. •Experience working with any CRM and ERP. •Experience working in a multi-departmental corporate environment. •Ability to multitask and manage time effectively in a fast-paced environment. •Strong problem-solving abilities and proactive approach to client support. •Must be results-oriented, positive, and team-oriented mindset. •Must possess excellent verbal and written communication skills. •Flexibility and adaptability to changing priorities. •Knowledge of written and spoken English is required in this role as you will interact with colleagues, clients and stakeholders located across Canada.