Location: Canada QC   Type: Full Time

OPTEL. Responsible. Agile. Innovative.

OPTEL is a global company that develops transformative software, middleware and hardware solutions to secure and ensure supply chain compliance in major industry sectors such as pharmaceuticals and food, with the goal of reducing the effects of climate change and enabling sustainable living. If you are guided, as we are, by socio-eco-environmental values and want to participate in solving the biggest challenges facing our world today, here is how you can help:


This position is part of the development of customer relationship management at OPTEL. The customer service representative mandate will be to identify and generate new sales opportunities such as training offers, spare parts, SLA (service level agreement) support and systems maintenance, etc.).

In addition, the customer service representative will be responsible for ensuring that services are properly delivered to ensure that customers are fully satisfied and have an experience that meets their expectations and those of OPTEL.


  • Analyze and define the support services needs of our customers in collaboration with other stakeholders including the project office and sales;
  • Proactively propose our support services to our customers;
  • Prepare and present bids on our standard services to our clients;
  • Act as an advisor to clients to answer requests and questions on our Customer Care offerings;
  • Liaise with our internal experts to respond to client requests;
  • Enter and maintain client information in our various computer tools;
  • Participate in the development of customer relationship management and service offerings for Optel's customers with the various stakeholders;
  • Ensure the follow-up of our customers' satisfaction with our services and their customer experience;
  • Propose, where appropriate, improvements to Customer Care offerings to enhance the customer experience;
  • Document work processes and the use of our various tools.


  • DEC in a relevant field (or equivalent experience);
  • 3 to 5 years experience in customer service;
  • Experience in a technical field is an asset;
  • Bilingual in French and English (oral and written);
  • Very good communicator;
  • Ability to manage difficult customers;
  • Autonomous and resourceful;
  • Great ability to manage priorities and organize work;
  • Demonstrate rigor in his work;
  • Customer experience oriented.


  • Competitive compensation
  • Flex hours
  • Ability to work on site or remotely
  • Virtual health clinic and employee assistance program
  • Group and dental insurance from day one
  • Group RRSP and TFSA with employer contribution from day one
  • On-site amenities (free parking and power stations, free coffee and fruit)
  • 50% reimbursement of the monthly RTC pass
  • Several committees in which you can get involved (B-Corp Committee, Social Club, SST)
  • Open, bright areas and ergonomic offices
  • Free English and French classes for those who wish to improve their level
  • Organization present on several continents
  • B-CORP certified company