Customer Service Representative

Description:

The Customer Service Representative (CSR) will act as a liaison, provide product or services information and resolve any emerging requests or incidents for customers, including employees, contractors, pensioners or vendors of the corporation.

You are patient, empathetic, and passionately communicative and you can put yourself in your customers’ shoes and advocate for them when necessary. You are problem solving and you are confident at troubleshooting and investigate or escalate if you don’t have enough information to resolve the problem. You strive to ensure excellent service standards and maintain high customer satisfaction.

Key Competencies:

• Interpersonal skills

• Communication skills - verbal and written

• Listening skills

• Problem analysis and problem-solving

• Attention to detail and accuracy

• Data collection and ordering

• Customer service

• Adaptability

• Initiative

• Stress tolerance

Key Responsibilities:

• Manages customer interactions received by phone, email, web-chat or other receiving channels.

• Logs each interaction and subsequent liaisons into the ticketing system and documents all key actions attempted and final resolution.

• Provides accurate, valid and complete information by using the right methods/tools.

• Assigns tickets to appropriate other support teams based on predefined procedures or through escalation to a subject matter expert, senior support analyst or team leads.

• Identifies and assesses customers’ needs to achieve satisfaction and builds relationships with the customers based on trust through open, supportive and positive communication.

• Works on shift rotation as required by the centre to meet business demands.

• Obtains limited coaching and follows provided corporate policies, processes, guidelines and procedures.

• Engages customers, remains positive and takes ownership of each interaction.

• On a rotational or temporary basis (additional remuneration), may perform some coordination activities within a specific business queue, such as:

  • Coordination of incoming queue interactions.

  • Maintenance of some job aides.

  • Analysis of problems, metrics, trends and reports for input.