Customer Service Representative

6 days ago

Campbellton, Canada Millennium 1 Solutions Full time

Position Overview

As a Customer Care Specialist with Millennium 1 Solutions, you will be responsible for delivering exceptional customer service to existing and potential customers for our client, President's Choice Financial. You will be directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or answering inquiries as quickly and easily as possible, while remaining committed to delivering exceptional customer service in a professional manner.

Responsibilities:

  • Play a key role in advising and supporting existing and potential customers whilst creating positive experiences and engagements.
  • Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
  • Increase customer confidence by responding to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
  • In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
  • Act as a single point of contact and analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.
  • Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.
  • Remain current on program information and business initiatives, as well as corporate products and processes.
  • Strive to achieve and improve service level agreements and productivity targets.
  • Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
  • Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
  • Accurately complete appropriate documentation for each transaction.
  • End each call by completing all required activity in order to fulfill customer requests.
  • Participate fully as a team member, help build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and address communication issues efficiently.

Requirements:

  • Fluent in English; Bilingual (French) required.
  • Excellent communication skills, both verbal and written
  • Tactful communicator able to exchange ideas and customer information in a concise and logical way.
  • Superior customer service skills
  • Professional and pleasant telephone etiquette
  • Demonstrated analytical and problem-solving skills.
  • Demonstrated ability to work within time constraints.
  • Proficiency in software tools including MS Office, and internet application.
  • Working knowledge of PCs and strong keyboarding/ data capturing skills (min 25 wpm)
  • Positive attitude and demonstrated ability to perform in a team-based environment.
  • Must have flexibility and willingness to work rotational shifts, including evenings and weekends.
  • Experience working in a call center environment specifically in a customer service role.
  • Previous Financial Services experience would be considered an asset.

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