Customer Services Representative (VDR)

Are you an experienced and passionate customer services professional? Do you enjoy supporting users and providing an excellent service experience? If so, look no further.

We are expanding our Toronto team and looking for highly motivated professionals with technical aptitude and superior communication skills. We are looking for people who thrive on working with clients, take ownership of diverse tasks, and pride themselves on delivering outstanding customer service.

The Role

The Customer Services Representative reports directly to the Customer Services Director and is responsible for providing high-quality technical and operational support to clients and users.

This role is based in TransPerfect's Toronto office, which acts as a North America hub supporting users across the US, Canada, LATAM, Europe, and other regions as required.

The CSR helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.

The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.

Your Responsibilities

Client Support & Communication

•             Independently interacts by phone or email to consult with and advise clients on workflow and VDR processes.

•             Provides first-line technical and operational support to clients and users across the VDR platform.

•             Nurtures and develops effective and positive relationships with clients.

•             Anticipates and manages clients' needs effectively.

•             Acts as the main point of contact and assumes responsibility for multiple client engagements.

Platform Support & Training

•             Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, reporting, and other VDR processes.

•             Manages and hosts online client training sessions.

•             Investigates user issues, gathers the required details, and escalates technical matters internally where needed.

Delivery & Internal Coordination

•             Monitors progress and ensures deliverables for the client are accurate and timely.

•             Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.

•             Follows all applicable Best Practice and Workflow procedures.

Documentation & Administration

•             Ensures proper documentation for job tracking and billing information is current and accurate.

•             Maintains clear and accurate records of client interactions, support requests, actions taken, and follow-up requirements.

•             Performs additional duties as reasonably requested.