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Customer Support Specialist


This is a Contract position in Hinton, AB posted April 29, 2021.

As a HRO/Dayforce Managed Customer Support Specialist, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call center environment from multiple queues.

A Customer Care Representative will normally handle multiple high volume calls/emails assisting customers with complex questions relating to their benefits and/or payroll questions in a high-volume call center.

Must Haves: Bilingual (English/Spanish) 2 years of work experience in an office environment Flexibility for working hours (e.g.

should be able to work CA/US hours) Responsibilities: (other duties maybe assigned) Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training Use decision-support computer software programs to respond to common service questions and inquiries Position entails a high amount of customer interaction over the phone Ensure that customers understand the resolution and provide on-going education to customers Listen attentively to customer needs and concerns; demonstrate empathy Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner Achieve delivery of tasks in accordance with agreed schedules, procedures and standards Meet or exceed process KPIs Drive customer satisfaction by providing high quality of service Execute corrective and preventive action plans Record key delivery data for metrics purposes Aim at becoming a Subject Matter Expert in process Be an effective team player Proactively highlight risks Ensure that complaints are proactively escalated Seek and respond to development feedback Mentor & Coach new recruits in their process Degree of Independence/Supervision required Will be formally supervised by Team Lead/Manager Promptly escalate exceptions to the Seniors/Team Lead/Manager Accountable for individual performance Competencies: Technical Competencies: Domain Knowledge
– US and CA Payroll(desirable
– else, to acquire during provided training) Time Management and prioritization Extensive customer service experience required Able to demonstrate strong written and verbal skills Analytical and Reporting Skills Computer Literate (MS Word, Excel, PowerPoint, Outlook) Behaviour Competencies: Quality Focus Results orientation Capacity to adapt to Change Initiative People Sensitivity Customer Orientation Teamwork & Cooperation Qualifications: HSC Holder or Higher Education 2 years of work experience in an office environment (preferred) Other Requirements Flexibility for working hours (e.g.

should be able to work CA/US hours) Bilingualism is preferred (English/Spanish) Ability to work overtime and including Mauritius public holidays