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Customer Service Representative

4 weeks ago

London, Canada Drexel Industries Full time

**Company Description**
Drexel is a true Canadian success story, calling London, Ontario, Canada our home since 2011. We are a family-owned and operated Woman-Owned Business, and we are committed to Sustainability and meeting our own needs without compromising the ability of future generations to meet their own needs.

Drexel is a wholesale distribution and Third-Party Logistics (3PL) service provider specializing in retail, telecommunication, enterprise, government, and manufacturing customers. With a strong core of strategic partners, Drexel connects end users to a myriad of products and services throughout Canada.

Drexel runs on the Entrepreneurial Operating System (EOS). It is the way that our people think, work, support, and communicate as a collaborative team to work towards common goals and drive unified success, all by rowing in the same direction. And with a such strong foundation, the culture at Drexel is built on our shared core values—Innovation, Accountability, Partnerships, Trustworthy, and Excellence. We at Drexel are strongly determined to continuously evolve, exude pride and ownership in our roles, build strong relationships internally and externally, honour our commitments to help each other, and strive to put forth our best effort in all that we do.

If you share our core values and are interested in what Drexel has to offer, we want to connect with you Let us know how you can be part of our team and our culture.

Additional information about Drexel can be found at Drexel.ca.

Reporting to the Director of Marketing and Customer Success, the **Customer Service Representative (CSR)** will be working closely with our Operations Team and will be mainly responsible for ensuring seamless customer support operations, delivering exceptional service, and enhancing customer satisfaction through efficient ticket management, timely response, and effective issue resolution.

**Responsibilities**:

- ** Ticket Management**:

- Monitor and manage all incoming support tickets using Zoho Desk.
- Respond to customer inquiries and issues promptly through the help desk software.
- Accurately categorize and prioritize tickets based on urgency and impact.
- ** Response and Escalation**:

- Address customer concerns and provide solutions where possible.
- Escalate complex or unresolved issues to the appropriate team members or departments.
- Ensure that escalated tickets are followed up on and resolved in a timely manner.
- ** Monitoring and Follow-up**:

- Regularly track open tickets to ensure timely responses and resolutions.
- Monitor response times and performance of other team members.
- Intervene and escalate tickets if they are not being addressed promptly.
- ** Reporting and KPI Tracking**:

- Capture key performance indicator (KPI) data from Zoho Desk.
- Generate and provide regular reports on ticketing performance, response times, and customer satisfaction metrics to Management.
- Identify trends and areas for improvement based on KPI data.
- ** Customer Interaction**:

- Maintain a high level of professionalism and empathy in all customer interactions.
- Ensure customer satisfaction by providing timely and effective solutions.
- Keep customers informed about the status and progress of their tickets.
- ** Process Improvement**:

- Suggest improvements to existing support processes and workflows.
- Participate in team meetings to discuss and implement best practices for customer support.
- Stay updated with the latest features and updates in Zoho Desk to enhance support efficiency.
- ** Documentation and Training**:

- Document resolutions and standard operating procedures for common issues.
- Assist in training new team members on the use of Zoho Desk and internal support processes.
- Maintain up-to-date knowledge base articles for customer self-service.
- ** Collaboration**:

- Collaborate with other departments to ensure comprehensive support for all customer issues.
- Communicate effectively with team members to share knowledge and assist with problem-solving.
- Participate in cross-functional projects to enhance the overall customer experience.
- Other duties as required.

**Qualifications**
What we are looking for:

- ** Customer Service Experience**:

- Minimum of 2-3 years of experience in a customer service role.
- Proven track record of providing high-quality customer support and resolving issues effectively.
- ** Help Desk Software Proficiency**:

- Demonstrated experience using help desk software, preferably Zoho Desk or similar platforms.
- Experience in managing, categorizing, and prioritizing support tickets.
- Experience in handling and resolving a high volume of support tickets.
- Ability to manage ticket escalation processes and ensure timely resolution.
- ** KPI Tracking and Reporting Experience**:

- Experience in capturing, analyzing, and reporting key performance indicators (KPIs).
- Ability to generate and present performance reports to management.
- ** Communication Skills*