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Customer Service Representative

2 months ago

Toronto, Ontario, Canada Brink´s Full time

About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a L2 Customer Support Specialist. As a key member of our support team, you will be responsible for providing exceptional service to our internal and external customers, ensuring their needs are met and issues are resolved in a timely and professional manner.

Key Responsibilities

  • Respond to customer inquiries via phone and email, providing accurate and timely solutions to their technical and billing-related issues.
  • Manage customer tickets in our ticketing system, ensuring all issues are properly documented and resolved.
  • Collaborate with internal business partners to resolve customer requests and concerns, ensuring seamless communication and timely resolution.
  • Troubleshoot technical issues with customers and crew members, providing expert guidance and support to resolve complex problems.
  • Monitor offline devices and review reports daily, taking proactive steps to ensure devices are brought back online or escalated to L3 for resolution.
  • Manage all DRS device offboarding activities, including removal of devices, alignment with CashTech & Branch on content removal, and customer communication.
  • Create and update safe profiles as part of DRS onboarding activity, ensuring accurate allocation of devices.
  • Responsible for 24/7 User Mgmt. Setup and training (UMT) and onboarding all 24/7 Change Order/CIT only customers (24/7 & Snow setup).

Qualifications

Must-Have Qualifications

  • A passion for delivering exceptional service and a positive attitude towards seeking ways to improve processes.
  • Experience in a Call Centre, Customer Facing role, or Help desk environment, with strong technical knowledge and communication skills.
  • The ability to quickly pivot from a technical issue to a billing concern, a phone call to an email, and work in a fast-paced environment with scheduled shifts based on business needs.
  • Microsoft Office working knowledge and experience working with technical solutions.

What We Offer

As a L2 Customer Support Specialist at Brink's, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our organization. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.