Case Manager – Customer Relations

About the role

CGI is looking for a Case Manager – Customer Relations to ensure client satisfaction and retention. You will own complex client incidents, conduct technical payroll analyses, and guide clients through resolution steps.

Key responsibilities

• Perform technical payroll analysis to identify root causes of client dissatisfaction.
• Review communications, build timelines, and collaborate with support, technical, and management teams.
• Serve as the primary contact for clients, providing clear updates and answering questions.
• Determine resolution strategies, negotiate compensation when appropriate, and draft professional correspondence.
• Produce monthly reports on dissatisfaction types, frequencies, and actions taken.
• Handle external collaboration requests such as subpoenas, court orders, and government inquiries.
• Review and approve or deny access‑change requests in line with security policies.

Required profile

• Bachelor’s degree in administration, accounting, industrial relations, or related field (or equivalent experience).
• 4‑6 years of relevant experience, including at least 3 years in B2B customer service and complex case management.
• Excellent communication, negotiation, and writing abilities in both French and English.
• Strong analytical, priority‑management, and detail‑orientation skills.
• Proven ability to work independently and take ownership of outcomes.

Required skills

• Payroll software

What we offer

• Competitive salary range of $50,000–$85,000.
• Opportunity to work within a global technology leader.
• Supportive environment focused on ownership, teamwork, and professional growth.