Customer Service Agent (Mid-Shift)
On-siteSydney, Nova Scotia, Canada
Sydney, Nova Scotia, CanadaOn-siteFull TimeMid LevelHigh School Or EquivalentLarge
Full TimeMid LevelHigh School Or EquivalentLarge
Job Summary
Deliver courteous, timely, and professional support via inbound and outbound calls, troubleshooting and resolving customer issues with a focus on first-call resolution. Use internal systems to research customer information, collaborate with departments on complex inquiries, and accurately document all interactions while adhering to scripts and policies. Handle sensitive information with confidentiality, escalate unresolved matters to appropriate managers, and stay current through regular training sessions. Maintain punctuality and meet all attendance and scheduling requirements for this mid-shift role.
Required Qualifications
- 18 years or older
- High school diploma or equivalent
- Strong written and verbal communication skills
- Ability to type at least 20 words per minute
- Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with Windows operating systems
- Dependable and punctual with a strong work ethic
- Skilled in troubleshooting, follow-up, and issue resolution
- Strong conflict resolution and negotiation abilities
- Customer-focused: empathetic, patient, and responsive
- Able to multitask, stay organized, and self-manage
- Team-oriented with a positive attitude
- Comfortable in a fast-paced, ever-changing environment
- Excellent interpersonal skills and the ability to build rapport
- 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
- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative roles
- Experience in a contact center or government-related work
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