Bilingual Customer Experience Representative (English/Mandarin)
Dmasters Roofing – Edmonton, AB**
Job Type: Full-time
Location: Edmonton, Alberta
Industry: Residential & Commercial Roofing Services
About Dmasters Roofing
Dmasters Roofing is a professional roofing company based in Edmonton, providing inspection, estimation, repair, and replacement services for residential and commercial clients. We are committed to delivering transparent, efficient, and reliable roofing solutions while continuously improving the customer experience.
We are looking for a Customer Experience Specialist to join our team and serve as the primary point of contact for clients throughout the service process.
Position Overview
The Customer Experience Specialist is responsible for handling customer inquiries, documenting project information, coordinating updates, supporting after‑sales service, and maintaining strong customer relationships. This role ensures that every client receives a smooth, professional, and high‑quality experience from start to finish.
Key Responsibilities
- Answer incoming calls, online inquiries, and appointment requests
- Accurately record customer details, project information, and communication notes
- Coordinate with estimators, project managers, and roofing crews to track project progress
- Provide proactive updates to customers throughout the service timeline
- Handle customer feedback, concerns, and after‑service issues; follow up until resolution
- Maintain long‑term customer relationships and support repeat/referral business
- Assist in improving customer experience processes and service quality
QualificationsRequired
- Strong communication skills and a customer‑focused mindset
- Bilingual proficiency: English + Mandarin OR English + Cantonese (required)
- Valid driver’s license with a clean driving record
- Ability to communicate with Mandarin‑speaking or Cantonese‑speaking clients is required
- Ability to multitask in a fast‑paced environment
- Comfortable using phone systems, CRM tools, or customer record software
Preferred
- Experience in customer service or sales
- Background in roofing, construction, or home‑service industries
- Problem‑solving skills and the ability to handle customer concerns professionally
What We Offer
- Competitive compensation
- Training and professional development
- Supportive team environment
- Opportunities for long‑term career growth within the company
Work Location
- Edmonton, AB
- Occasional travel for site visits or customer coordination as needed
职位类型：全职
薪资： $40,000.00至$50,000.00（每年 ）
Work Location: Hybrid remote in Edmonton, AB
