Incident Manager Fr/Eng Bilingual - Summer job
The Incident Manager is the point of contact who answers calls from customers stranded on the side of the road and is responsible for finding them a quick and effective solution so they can continue their journey.
As part of the European Customers team at the Assistance Center, you will support our British customers traveling in Europe by providing them with high-quality service. In this role, you will:
- Answer incoming calls from policyholders and assess their situation.
- Organize and coordinate the most appropriate assistance services—ranging from roadside repair/towing to repatriation—to ensure the quality of our service and customer satisfaction.
- Then update the digital case file created for each situation and ensure that information is properly relayed to the relevant departments.
- Be attentive and demonstrate a commitment to service and a proactive attitude that reassures those you speak with.
Beyond a degree, we’re looking for new talent
You possess personal qualities such as empathy, patience, responsiveness, and a team spirit
Fluency in English is essential
Regular use of computers and comfort speaking on the phone are also important assets
Upon joining, you will undergo two weeks of training and then be supported by a coach as you settle into your role
- Recognition of Commitment
- Additional bonuses rewarding your commitment (attendance, employee referrals)
- Variable compensation including profit-sharing, incentive pay, and employer contributions to the PERECO retirement plan
- Opportunity to become a company shareholder
- Recognition of commitment
- Daily Life and Leisure
- Your choice: 90% coverage of public transportation passes (TCL, train) or a carpooling bonus, bike bonus, or transportation bonus
- Meal voucher card (€9.50/workday)
- Employee Benefits Committee (CSE) perks (vacation vouchers, gift cards, movie tickets, beverage vouchers, massages, fruit baskets, etc.)
- Work-Life Balance
- Up to 10 days of remote work per month (2 mandatory days on-site per week)
- Compensatory paid time off for public holidays falling on weekends
- Caregiver support program
- Attractive health insurance plan covered 90% by the employer
You will be required to work flexible hours (between 7 a.m. and 11 p.m.), including weekends (on average, one weekend out of every two)
