Part-Time Customer Service Representative, After Hours
Job Description
- Respond tactfully and diplomatically to a large volume of incoming telephone calls, emails and tweets in a timely and courteous manner
- Develop an accurate understanding of all call types in order to direct calls to specific program areas
- Document and maintain accurate records in the appropriate system or database
- Document requests for service using a variety of systems in a Windows environment
- Use of computerized knowledge base systems to provide accurate and complete information
- Facilitate customer care concerns within escalation protocols
- Take personal accountability for job performance and quality i.e. meeting or exceeding contact centre targets, this includes areas such as accuracy, quality and adherence to work schedule
- Participate in and receive feedback/coaching during call quality assessment sessions
- Be accountable for calls/emails/chats/tweets and always meet/exceed customer service levels
- Adhere to corporate policies, practices, standards and other pertinent legislation such as MFIPPA, PHIPA, etc.
- Actively participate in team meetings
- Collaborative team player and be able to work independently
- Perform other duties as assigned
What the role requires:
- Minimum High School diploma plus a minimum of one (1) year of customer service/call centre experience
- Clear Criminal Record Check prior to Start Date
- Proficient in MS Office Suites and computer savvy with technology
- Comfortable with chat, e-mail, X and Social Media
- This position requires flexibility in scheduling to meet demands of the business during the year
Skills/Abilities:
- Collaborative team player and be able to work independently
- Excellent keyboarding and data entry skills
- Exceptional communication skills, both verbal and written to deal with customer inquiries
- Ability to work well under pressure, problem solve and deal with stressful situations
- Ability to assess calls, identify issues and respond quickly and appropriately
- Must have effective time management and organizational skills
- Demonstrated ability to adapt to change in a fast-paced service delivery environment
- Ability to exercise care and good judgment in correctly transferring calls
Nice to have:
- Five9 cloud-based phone system experience
- Salesforce or other comparable Customer Relationship Management (CRM) software experience
- Previous inbound call centre experience
Work Location: In this role, you’ll enjoy the flexibility of a hybrid work arrangement. This means you’ll have the ability to work off-site and on-site as needed, depending on operational needs at the 7120 Hurontario Street, Mississauga worksite. The frequency of on-site work may vary from week to week, depending on operational demands, which can evolve over time.
It’s important to note that your off-site work location must be within the province of Ontario. This ensures that we’re compliant with all regulations and policies.
Interview: Our recruitment process will include video conference technology.
Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.
If this opportunity matches your qualifications and experience, please apply on-line.
How to Apply
Region of Peel - Careers - Customer Service Representative, After Hours in Ontario | Careers at CA-ON Brampton, Caledon, Mississauga (icims.com)110 total views, 0 today