Customer Service Agent

2 weeks ago

Quebec City, Canada Federation of African Canadian Economics Full time

**People Manager**: No

**The opportunity**:
As the FACE Customer Service Agent, you act as a key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners, providing a premium client experience in every instance.

Passionate about customer service, agile and able to pivot quickly, acts with integrity as a trusted partner to staff and clients alike from diverse backgrounds.

Reporting to the FACE Support Center Manager, the FACE Customer Service Agent will use their positive attitude and top-tier customer service skills in order to deliver on FSC Strategic Priorities and by extension FACE's Vision and Mission.

**Overview of Responsibilities**:

- Key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners
- Active listening skills, listening to understand, address and back-check to ensure optimal solution driven recommendations and resolve.
- Identify customer needs, taking proactive steps to maintain positive experiences.
- Explain general eligibility requirements and financial decisions to applicants.
- Escalate customer complaints and/or calls via established channels as appropriate
- Perform other duties as assigned by the leadership team.
- Provide feedback on the procedures and remain engaged with other team members.
- Log task assignments and clear and concise correspondence notes on internal CRM.
- Adhere to SLA response time for all communication / correspondence.
- Recognize opportunities to refer applicants for Ecosystem support when required.
- Demonstrate an eagerness to learn and determination to succeed.

**Knowledge, skills and experience**:

- Diploma in Business, or a related field is preferred.
- Minimum of two (2) years experience as a customer support specialist, or a similar customer support role.
- Bilingual - English & French with excellent communication skills (Written and Oral skills) required.
- Previous customer service and/or call center experience preferred.
- Computer savvy with ability to learn new software platforms quickly.
- Strong customer service skills, and willing to assist in a professional, friendly and efficient manner.
- Highly organised and results driven.

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