Call Centre Representative (Flexible Schedule)
$34,840,000–$34,840,000 year
On-siteSydney, Nova Scotia, Canada
Job Summary
Handle inbound and outbound calls to support customer service, technical support, and sales interactions, resolving issues and ensuring first call resolution through effective problem-solving. Research systems to locate missing information and coordinate with departments to address complex inquiries, while accurately documenting and processing customer claims. Utilize knowledge bases and training materials to answer questions, strictly following required scripts, policies, and procedures. Lead fact-finding discussions to determine optimal solutions for customers and escalate unresolved issues to appropriate staff or management. Attend meetings and review new training materials regularly to stay updated on program knowledge, systems, and process changes. Comply with all confidentiality and personal information requirements while maintaining a positive, team-oriented outlook during daily operations.
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
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
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