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All Fleet Services: Call Center Customer Service Representative

All Fleet Services

This is a Full-time position in Hull, QC posted September 13, 2020.

All Fleet Services are an innovative business, we are connecting and transforming the fleet industry, looking to make a real difference to our customers and their customers.We’re passionate about what we do and importantly how we do it.

And it’s important our team feel the same, showing they care each and every day and really getting involved, challenging and changing to keep ahead of the game.We work in a fast-paced environment which is results driven.

We have strong values and a clear vision of what we want to achieve by doing the right thing by our people, our customers, our suppliers and our environment.THE ROLEOur contact centre is a fast-paced environment, providing services to fleet drivers 24/7, 365.

As a CSR you’re critical to providing our customer first approach, and critical to our customer who may have broken down at the side or a frontline delivery driver or an emergency service vehicle.No one day will be the same and our service is bespoke to our contracts so there’s opportunity to progress and learn new skills as well as different shifts to suit our needs and the needs of the customers’.

We may be taking an enquiry for a routine service, MOT, or tyre replacement, through to dealing with emergency breakdowns or downtime management.Our goal is to keep drivers mobile, minimising the time that their vehicles are off the road and making a difference every day.As a CSR you’ll be encouraged to own your role, have a positive can-do attitude to get stuck in and make someone’s day.

Our one team approach means there is always someone there to support you and to have some fun throughout the day.RESPONSIBILITIESDemonstrate excellent customer skills including, active listening and appropriate use of questions to fully understand each customer’s individual circumstancesTake responsibility and deliver the right outcomeAll information provided to customers is correct and customers are fully aware of the next stepsEnsure that appropriate records are maintained on every callAny unresolved customer complaints or concerns are escalated appropriatelyJoin in training and coaching sessions to ensure that own knowledge of processes and procedures is up to dateActively engage with colleagues to challenge processes and drive continuous improvementThrive on hitting targets and helping the team to meet their SLA’sBe willing to go that extra mile for colleagues and customersFlexibility to support business needs in a fast paced, 24/7 environment.SKILLS NEEDEDEssentialA good basic education, reaching GCSE (or equivalent) in Maths and EnglishExcellent telephone and email mannerCan do attitude, ready to roll up your sleeves, get stuck in and make a differenceStrong communication skills, with the ability to listen and accurately record informationCompetent IT skills (Microsoft Office)Positive and passionate with a flexible and motivated attitude to workLove what you do, passion for resolving customer queries and a be one team approach.DesirableExperience in a Contact Centre or Customer Service role is desirable but not essentialFleet experience would be great.