Bilingual Customer Experience Specialist

Communication - Marketing - Sales
Customer service
June 18, 2018
Updated on
August 1, 2018
Valid until

You will act as the liaison between Recruitment Operations and the Hiring Manager(s) in resolving support requests.

Mindfield is a technology-enabled talent solutions provider that partners with companies to improve the quality of their hourly workforce. Mindfield uses a data-driven hiring strategy that combines people, technology and process. This approach focuses on tying business outcomes such as sales performance, tenure and engagement to the selection, hiring and measurement of quality candidates. The “Mindfield” is the space in which like-minds are brought together, to connect. Where job seekers with the right qualifications, expectations and attitudes, find the right jobs, with the right employers.

Mindfield is seeking a Bilingual Customer Experience Specialist who's hardworking, driven, positive, fun, willing to help, outgoing, and always takes initiative. Someone like us…fun, but gets it done!

The Bilingual Customer Experience Specialist acts as the liaison between Recruitment Operations and the Hiring Manager(s) in resolving support requests such as candidate qualification exceptions, service delivery issues, and insufficient candidate flow. This position champions Mindfield’s commitment to exceptional customer focus in resolving customer experience cases within target timelines, and meeting or exceeding customer expectations.

Key Accountabilities:

Resolve incoming customer and candidate support requests within Service Level Agreements, and meeting or exceeding customer expectations.

Make outbound calls to Hiring Managers to collect data on post-hire information as needed.

Build and maintain strong relationships through professional, diligent, and proactive communication with client Hiring Managers.

Develop and maintain an in-depth knowledge of our customer facing technology solutions.

Escalate customer delivery and candidate issues to Customer Experience Manager and/or Recruitment Operations team in accordance with Complaint Resolution process

Deliver Mindfield portal training to Hiring Managers as required, ensuring a solid understanding of Mindfield’s processes and portal functionality.

Gather relevant information (such as candidates outstanding) and reports as required to Hiring Managers for selected clients.

Perform all other duties as directed by the Customer Experience Manager.

Core Competencies:

Drive for Results – Self-motivated to consistently meet or exceed targets, steadfastly pushes self and others for results.

Customer Focus – Dedicated to meeting the expectations and requirements of internal and external customers.

Communication - Both orally and in writing, delivers the right message, at the right time, for the right people.Practices active listening.

Interpersonal Skills – Communicates clearly, is able to build rapport, use diplomacy and tact, and consistently practises active listening.

Team Player – Recognizes individual contribution to overall team goals, and effectively works with others to achieve team goals.

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Initiative - Takes a proactive approach and is persistent and solution-oriented in overcoming difficulties or issues.

Process Oriented – Comfortable following pre-defined processes and performing repetitive tasks.

Time Management – Able to maximize time to produce timely, high quality results with both internal and external information.

Technical Skills – Ability to effectively utilize technology solutions and has a comprehensive understanding of systems information flow.


Minimum one year experience in a customer service position

Undergraduate degree from an accredited college or university OR equivalent related experience

Fluent in English and French (both verbal and written proficiency)

Why You Should Work For Mindfield!

We believe that what we do makes a difference in people’s lives – we help our clients find amazing talent and job seekers find the work they love

Our employees rave about our comprehensive onboarding & training program. We continue to develop our employees through our Learning Journey program

We exhibit a culture of excellence

The opportunity to be a part of a professional, passionate, and quickly growing team in an open concept office environment

Work in the coolest space in Burnaby, check out #mindfieldlife and @mindfieldgroup on Instagram

Interested in joining our team? Learn more and apply today!