Customer Service Help Desk
3 days ago
Company Name:
UPLevel Contact Center Solutions Inc.
We've been nominated for Canada's Most Admired Corporate Cultures, shortlisted for Canada’s Top 100 Employers, in business for more than 50 years and Employee Experience is a very special focus for us.
Summary:
This role will act as a liaison, provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes while protecting the brand and reputation of the client. Problem-solving is also a key part of the position. CSR’s are confident at troubleshooting and will investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction while resolving any outstanding issues.
Duties & Responsibilities
- Generate solution based outcomes
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team targets and call handling quotas
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- All other duties assigned
Key Competencies
- Demonstrate strong work ethic
- Be highly organized
- Have keen attention to detail.
- Customer orientation and ability to adapt/respond to different types of characters
- Demonstrate agility and flexibility
- Show effective communication skills
- Familiarity with CRM systems and practices
- Proven strong customer service skills
- Ability to multi-task, prioritize, and manage time effectively
- Proven conflict resolution skills
- Excellent telephone manner and presentation
- Ability to learn and manage various software systems
Please note:
- Employees hired after November 8, 2021 are required to be fully vaccinated against COVID-19 or to have an approved exemption before beginning work in-person with the Employer.
- This position can be remote / partially remote in the provinces of Ontario, Quebec or British Columbia
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