Customer Service Representative

Description:

Customer Service Representative

Requirements

• Must have a reliable laptop/computer with high-speed internet access.
• Must have a quiet workspace free from background noise.

Hours of Operation

• Monday – Friday: 9:00 AM – 11:00 PM
• Saturday & Sunday: 10:00 AM – 7:00 PM

Shift Requirements:

• Must be available to work Canadian holidays, evenings, and weekends.
• Required availability includes:
• Thursdays & Fridays: 5:00 PM – 11:00 PM
• One weekend shift: Either 10:00 AM – 3:00 PM or 3:00 PM – 7:00 PM
• Occasional Monday shift: 9:00 AM – 1:00 PM
• Additional hours may become available after successful completion of training.

Key Responsibilities

• Handle a high volume of inbound and outbound customer calls.
• Provide exceptional customer service by identifying customer needs and resolving inquiries efficiently.
• Follow call scripts while adapting conversations as needed.
• Take ownership of customer concerns from initial contact through resolution, including follow-ups when required.
• Accurately document customer interactions in the call center database.
• Meet productivity, quality, and customer service targets.
• Identify opportunities to upsell products and services when appropriate.
• Recommend process improvements to enhance customer experience and operational efficiency.

Qualifications

Required

• High school diploma or equivalent.
• Previous experience in a call center or customer service environment.
• Strong computer skills and ability to navigate multiple systems.
• Excellent communication and active listening skills.
• Strong problem-solving and multitasking abilities.
• Friendly, positive, and customer-focused attitude.

Preferred

• Exceptional spoken and written English.
• Previous sales or upselling experience is an asset.