Call Centre Agent
On-siteSydney, Nova Scotia, Canada
Sydney, Nova Scotia, CanadaOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Handle inbound and outbound calls to support customer service, technical support, and sales interactions, resolving support issues and up-selling new products while ensuring first call resolution. Research systems to locate missing information, coordinate with departments to resolve escalated issues, and accurately document customer claims. Utilize knowledge base and training to answer questions following required scripts, policies, and procedures, while complying with confidential information standards. Attend meetings and review new training material to stay updated on program knowledge and processes.
Required Qualifications
- 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening (Does not apply in Canada)
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
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