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Customer Service Representative

Universal Soul Service Corp.

This is a Full-time position in Brock, ON posted May 11, 2022.

Overview:Reporting to the Customer Service Manager, the customer service representative will be responsible for providing information and solutions to customers for products and services and to resolve any issue in a timely manner with accuracy, efficiently and a high level of professionalism and care.

Customer Service plays a key role in supporting live webcasted events with Master Sha and his certified Master Teachers.

The global customer service team is growing to serve a much larger multilingual customer base in various different countries and the team will be operating from varied locations to build a 24/7 customer service function.

This is a highly engaged team that serves customers from 9am ET – 9pm ET, Monday – Sunday, via phone, Zendesk ticketing system, live chat and social media channels.Responsibilities: Answer and respond to customer inquiries via email /ticketing system, phone, chat (or other new channels to be introduced as needed) with standard account-related requests Order entry and processing customer payments by phone Process customer refunds following the approval process Liaise with the shipping department to follow up on customer orders Managing customer interactions/documentations in the CRM database Connect with the Payment plans team to help resolve customer queries around payment terms Remote support for Master Sha events and other global events, including and in addition to customer queries:o Work with Qi department to set up services pre, during and post eventso Monitor campaign and report any reading requests to the Managerso Monitor multi-language mailboxes and liaise with team members (and volunteers) who are answering inquirieso Create a Word document summarizing the Special Services offered during the event (within 3 days after end of event)o Monitor event live chat on webcast and provide customer updates and announcementso Monitor and guide Event Support team who also monitor live chat Send post event surveys and monitor post event survey results and communication results to Customer Service Manager Track tasks and fill time sheets on daily and weekly basis Provide input to daily, weekly and monthly KPI reviews on trends analysis for Customer Service stats and assess own performance including improvement areas, including call QA results Send communication to all customers through MailChimp (Eblast) and CRM system Run registration or sales reports as required Create campaign and add products and services as needed outside events Attend meetings to represent GCS, participate in testing or other related tasks for IT infrastructure projects as requested by Jing Coordinator Flexible to work in a shift environment which may include weekendsCompetencies:
· Adaptability: Personal willingness and flexibility and possess the ability to effectively work in, and adapt to change.
· Client Focus: Understanding and meeting or exceeding customer needs while accommodating different cultural and language aspects.
· Communication: Clearly conveying and receiving convincing and influencing messages to meet the needs of all parties, including excellent interpersonal skills to assess and manage different customer situations on the telephone and via email.
· Problem Solving and Judgment: Ability to assess options and implications in order to identify most appropriate and best solution/s considering customer impact, company impact including legal, compliance and privacy laws.
· Organizational Skills: Strong organizational and time management skills that will ensure your ability to work well under pressure and have ability to “multi-task” and remain focused during high traffic times especially during events, without compromising attention to detail and ability to track queries/requests and ensuring follow-up by self or others with other departments.
· Self-Management and Accountability: Passionate self-starter, reflecting on past experiences in order to manage and continually improve our own performance and growth on all levels.
· Organizational Awareness: Understands the structure of the organization.
· Ethics and Integrity: Understands the 10 Da values of Master Sha’s teaching and these are applied to customer interactions
· Team Work: works as part of the team, shares duties, tasks, supports others easily, relies on the team appropriately to ask for help/support, when needed and demonstrations great collaboration.Qualifications:
· Customer Service Experience is essential in a contact centre environment, understanding basic call flow
· Understanding, knowledge or experience of service industry, preferably alternative health/healing industry
· Excellent written, verbal communication and interpersonal skills with the ability to communicate effectively with a wide variety of people on all levels of the organization with courtesy and respect
· Proficiency in CRM systems and MS Office applications including Teams preferred.
· Proficiency in Zendesk support systems (support, guide, chat and more).
· Additional language skills are preferred as this is a multilingual customer service channel (German, French, Dutch, Hindi, Japanese).Seniority LevelAssociateIndustryHealth, Wellness and FitnessEmployment TypeFull-timeJob Functions