Call Centre Agent

1 week ago

Surrey, Canada True North Management Inc. Full time

Passionate about helping people, providing great customer service, and working as part of a team? Then we want you here at True North Management Inc.

Our fast-paced call centre offers a friendly, diverse, and rewarding work environment with accessible, open and supportive team members and managers who are committed to your success. As a Call Centre agent, your primary focus will be handling inbound and outbound calls from, and to, a vast network of customers across the USA.

We are currently looking for bright energetic people to join our call centre who are able to work **Full Time** within our hours of operation: 6:00 am-8:00 pm Monday - Friday and 7:00 am - 5:00 pm Saturday - Sunday.

**Responsibilities**:

- Handling inbound and outbound calls in a polite and professional manner.
- Answering customer inquiries and confirming order details.
- Ensuring customer needs are your top priority.
- Resolving customer complaints respectfully and efficiently.
- Ensuring accuracy by verifying prescription details to match order details.
- Entering data into a custom database.
- Identifying and escalating issues to supervisors.
- Providing product and service information to customers.
- Directing calls to appropriate resources.
- Documenting call information.
- Recognizing, documenting, and alerting the management team of trends in customer calls.
- Following up on customer calls where necessary.
- Providing customer service using live chat.

**Qualifications**:

- Passion for customer service.
- Must be able to work 37.5 hours per week.
- Must have a sense of urgency and be able to work well under pressure in a fast-paced environment.
- Excellent English language skills: verbal, written and telephone communication.
- Strong customer service skill set with at least 2 years of Call Centre experience.
- Knowledge of Spanish language considered an asset.
- Solid knowledge of the internet, MS Office - especially Outlook.
- Proficient typing skills (40-70 words per minute).
- Have a high school diploma. Post-secondary education considered an asset.
- Knowledge of medical terms or a MOA certification considered an asset.
- Possess a friendly, professional, and empathetic attitude.
- Have the ability to work under pressure but still be keen to details.
- Have a strong work ethic, be a quick learner, and self-motivated.
- Work well individually and within a team.
- Flexible and open to a rotating monthly schedule.

**What We Offer**:

- Extended benefits available after 3-month probationary period (health, dental, etc.)
- Wage and/or performance reviews at 3, and 12 months
- Staff prescription plan
- Supportive and friendly work environment
- Fun team building events held throughout the year (BBQs, multi-cultural potlucks, annual holiday party, theme days, etc.)

Please send your resume our way if you feel this position is right for you. **Only shortlisted applicants will be contacted.**

**Benefits**:

- Extended health care
- Dental care+
- Vision care
- On-site parking
- Casual dress
- Employee assistance programs
- Company events & social hours
- Discounted/free food

**Salary**: $15.65 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Vision care

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Surrey, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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