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Customer Support Representative
4 weeks ago
This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base Pay Range CA$21.00/hr - CA$22.00/hr Job Details Role: Customer Support Representative Type: 3 month contract Location: Remote in Toronto, ON Rate: CA$21-$22/hr Job Description We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email and social media, addressing a variety of issues while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts. Responsibilities Answer guest care tickets via email or social media. Resolve an average of 300 tickets per week, averaging about 7 tickets per hour. Offer solutions and follow up to ensure the resolution of guest requests, reaching a CSAT of 80%. Identify high-risk complaints and elevate them through the appropriate procedures to supervisors. Adhere to guidelines, escalation procedures, and the tagging system, meeting performance metrics such as productivity, quality, reply time, and customer satisfaction. Required Skills and Experience Exceptional communication and customer service skills. Owns a laptop and has a designated workspace at home. Strong affinity for technology and applications. Proficiency in written and verbal English and French. Availability to work one weekend day and overtime if necessary. Experience with Microsoft Office. Resourceful, self-starter, and self-motivated. Problem solver, thinking quickly and creatively to resolve issues, adaptable and quick to learn new systems and processes in dynamic work environments. Nice to Have Skills and Experience Experience in loyalty programs, including guest handling. Background in analytics, technology, live chat, phone lines, or IVR; certificate or diploma preferred. Seniority Level Entry level Employment Type Contract Job Function Customer Service Industries Food and Beverage Services #J-18808-Ljbffr
