Customer Service Representative

4 weeks ago

Port Moody, Canada Bloom Recruitment Inc Full time

Bloom Recruitment is in search of an experience Customer Service Representative to join our client's remote team as soon as possible.


Our client is a dynamic and expanding Managed Service Provider with a decade-long history of excellence. Serving a diverse clientele across Canada, they specializes in comprehensive IT solutions tailored to meet the needs of businesses in various sectors.


Job Summary:


At a Managed Service Provider (MSP), the Customer Service Representative (CSR) plays a crucial role in ensuring client satisfaction and smooth service delivery. The CSR will serve as the primary point of contact for clients, managing service requests, resolving issues, and ensuring client satisfaction. The CSR will work closely with the customer success and technical teams to ensure timely and effective service delivery, maintaining strong client relationships and contributing to the overall success of our services.


Key Responsibilities:


  • Client Communication: Act as the primary point of contact for clients, addressing inquiries, issues, and service requests promptly and professionally.
  • Ticket Management: Log, track, and manage service tickets in the ticketing system, ensuring timely resolution of client issues and requests.
  • Issue Resolution: Coordinate with technical teams to resolve client issues, ensuring that service level agreements (SLAs) are met.
  • Service Coordination: Schedule and coordinate service appointments, maintenance, and updates with clients and internal teams.
  • Client Updates: Provide regular updates to clients on the status of their service requests and issues, ensuring transparency and maintaining client trust.
  • Feedback Collection: Gather and report client feedback to help improve service delivery and client satisfaction.
  • Documentation: Maintain accurate records of client interactions, service requests, and issue resolutions in documentation system and PSA.
  • Upselling and Cross-Selling: Identify opportunities to promote additional services or upgrades to clients, contributing to business growth.
  • Account Management Support: Assist account managers with client relationship management, including contract management and account reviews.
  • Client Onboarding: Support the onboarding process for new clients, ensuring they are familiar with the services and how to access support.
  • Report Generation: Generate and provide regular reports on service performance, client satisfaction, and ticket resolution to internal stakeholders.
  • Continuous Improvement: Participate in training and development activities to stay updated on new services, technologies, and best practices in customer service.
  • Inventory Management: Monitor and manage inventory levels, ensuring that all necessary supplies and equipment are available for client needs.
  • Shipping and Receiving: Handle shipping and receiving of equipment and supplies, ensuring timely delivery and accurate record-keeping.
  • Office Administration: Perform general office administrative tasks, including managing office supplies, coordinating meetings, and supporting other administrative functions as needed.


Qualifications:


  • 3-5 years of experience in customer service and/or customer success, preferably within an MSP or IT service environment.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving abilities and attention to detail.
  • Proficiency with CRM and ticketing systems.
  • Ability to work independently and as part of a team.
  • Strong organizational and multitasking skills.
  • Familiarity with IT services and support processes is an advantage.


Benefits:


  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A supportive and collaborative work environment.
  • The chance to work with a dynamic and innovative team.


If this role aligns well with your experience and career ambitions, please apply with a copy of your updated resume today


Thank you to all applicants for your interest. Only those selected for interview will be contacted.

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