Contact Centre Representative II (Experienced)
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 ensuring first-call resolution. Research internal systems to retrieve information, document interactions and process claims, and conduct needs-based conversations to identify best solutions. Use training resources and knowledge bases to provide accurate information following scripts, maintain confidentiality, and escalate complex issues as needed. Participate in team meetings to stay current on updates and adhere to attendance and scheduling requirements. This full-time, on-site role offers paid training and clear paths for advancement into supervisor and operations management positions.
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
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
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