Contact Centre Representative II (Experienced)
$34,840,000–$34,840,000 year
On-siteSydney, Nova Scotia, Canada
Job Summary
Manage inbound and outbound calls to support customer service, technical support, and sales interactions, resolving issues and promoting products while aiming for first call resolution. Research internal systems to retrieve information, document interactions accurately, and process claims. Conduct needs-based conversations to identify solutions, follow scripts and procedures, and escalate complex issues as necessary. Maintain confidentiality when handling sensitive information and participate in training sessions to stay current on updates. Adhere to attendance and scheduling requirements while collaborating with departments to ensure a best-in-class customer experience.
Required Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Strong written, verbal, and organizational communication skills
- Typing speed of at least 20 words per minute
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with Windows operating systems
- Highly reliable with excellent time management and punctuality
- Strong problem-solving, troubleshooting, and follow-up skills
- Conflict resolution and negotiation abilities
- Customer-focused with empathy, patience, and professionalism
- Ability to multitask, self-manage, and stay focused
- Team-oriented with a collaborative mindset
- Comfortable working in a fast-paced, dynamic environment
- Excellent interpersonal skills and the ability to build rapport with customers and colleagues
- 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
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
Additional Requirements
- Must be authorized to work in the country where the job is based
- Subject to the program and location of the position
- Must be willing to submit to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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