Inbound Customer Service Agent
On-siteSydney, Nova Scotia, Canada
Job Summary
Handle inbound and outbound customer interactions with courtesy and professionalism, delivering first-call resolution through effective problem solving. Research systems and coordinate with departments to resolve complex issues, while accurately documenting and processing customer claims in company systems. Follow required scripts, policies, and procedures to ensure customer satisfaction, utilizing training resources to answer questions correctly. Escalate unresolved matters to appropriate teams and protect customer confidentiality by handling sensitive information responsibly. Stay current on program knowledge, systems, and processes through regular training sessions. Maintain punctual attendance and meet work schedule requirements while operating computer and telephone equipment in a professional office environment.
Required Qualifications
- 18+ years old
- High school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type 20+ words per minute accurately
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with the Windows operating system
- Reliable and punctual with strong organizational skills
- Strong ability to troubleshoot, resolve conflicts, and problem solve
- Customer service oriented: empathetic, patient, responsive, and conscientious
- Ability to multi-task, self-manage, and stay focused in a fast-paced environment
- Strong team orientation with excellent interpersonal skills
- 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 support in a contact center environment
- Prior 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
- Job offers are contingent on background/security investigation results
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