Contact Centre Representative (225-816)

The Contact Centre Representative is a pivotal role designed for passionate and dedicated professionals looking to make a meaningful impact on customer experiences. This role is centered around providing world-class customer service, ensuring customer satisfaction and maintaining a strong company reputation through positive interactions. As a representative of the face and voice of our company, you will be responsible for resolving customer inquiries, processing requests, and providing accurate information swiftly and efficiently. This position offers the opportunity to work within a dynamic and growth-oriented environment, where team collaboration and individual skills are both encouraged and developed. Your ability to communicate effectively, empathize with others, and manage time efficiently will contribute significantly to the success of our contact centre operations.

Responsibilities

• Answer incoming calls and emails from customers in a timely manner.
• Identify customer needs and provide helpful information or solutions accordingly.
• Ensure customer complaints are resolved promptly and efficiently in a satisfactory manner.
• Document all customer interactions accurately in the system for tracking purposes.
• Maintain a thorough understanding of products and services to effectively assist customers.
• Follow communication procedures and guidelines to ensure consistent service delivery.
• Participate in training sessions to improve skills and knowledge continually.
• Assist with customer account queries, changes, and data management as necessary.
• Collaborate with team members and other departments to find solutions for complex issues.
• Strive to achieve personal and departmental targets for call handling and quality standards.
• Provide feedback on recurring customer issues to help drive service improvements.
• Proactively offer additional assistance or services to enhance overall customer experience.

Requirements

• High school diploma or equivalent; additional qualifications are an asset.
• Previous experience in a customer support or contact centre role preferred.
• Excellent verbal and written communication skills in English are essential.
• Strong problem-solving abilities with a customer-focused approach to resolutions.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Comfortable using computers and navigational tools to access information quickly.
• Demonstrated capability to work both independently and as part of a team.