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Customer Service Representative

2 months ago

Ottawa, Canada Adecco Canada Full time
Adecco is currently recruiting for a Customer Service Representative. This is a 2-year Remote contract opportunity with a possibility of extension. This role is with one of our client based in Ontario.
The Customer Service Representative will have the following responsibilities:
  • Assist callers and online chat users in a contact centre environment, prioritizing their needs;
  • Determine legal and financial eligibility for legal aid services according to LAO policies;
  • Collect and analyze applicant information to make decisions on issuing legal aid certificates;
  • Provide information on accessing non-certificate services such as local legal service centers, legal clinics, duty counsel, and lawyer referral services;
  • Maintain and update client files in CRM software, spreadsheets, and databases;
  • Address queries and complaints professionally, escalating issues as needed;
  • Identify areas for improvement and contribute ideas to enhance client service delivery;
  • Handle emotionally charged situations with sensitivity and professionalism;
  • Perform back-office file reviews and processing duties as required;
The Customer Service Representative must meet the following mandatory requirements:
  • Must have strong customer service skills with the ability to manage and resolve complex client interactions empathetically;
  • Must have proficiency in gathering and evaluating information to make sound judgments on eligibility;
  • Must have excellent verbal and written communication skills;
  • Must have attention to detail and ability to multitask in a dynamic environment;
  • Must have knowledge of the social justice network relevant to LAO's operations.
  • Proficiency with Microsoft Office Suite; experience with online chat support is a plus.
  • Bilingual proficiency in French and English is an asset.

If you are interested in applying to our Customer Service Representative , please submit your resume as soon as possible by clicking on the 'Apply with Adecco' button.