Call Center Representative

Arrow Workforce Solutions; Brampton; Híbrido; CAD 38 000 - 56 000; Tempo integral

Resumo da oferta

Arrow Workforce Solutions is hiring a Customer Service Representative in Brampton, Canada. This full-time role offers a hybrid schedule with 1 week onsite and 1 week work-from-home, Monday to Friday, 8:00 am to 8:00 pm, with most positions scheduled for the afternoon shift.

You will respond to inquiries by phone, chat, and email, manage multiple conversations, provide shipment tracking updates, and resolve issues by coordinating with internal teams while meeting performance targets.

Qualificações

• Previous experience in call centre or customer service.
• Strong communication skills and telephone etiquette.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Professional handling of difficult interactions.
• Excellent written communication and attention to detail.
• Team player with high energy; able to work independently.
• Knowledge of Canadian geography is an asset.

Responsabilidades

• Respond to inbound customer inquiries by phone, chat, and email.
• Manage multiple interactions, including up to three chats simultaneously.
• Provide accurate shipment information and tracking updates.
• Investigate concerns and coordinate with internal departments to resolve issues.
• Schedule pickup requests and provide pricing information.
• Maintain ownership of inquiries with regular updates and timely resolutions.
• Handle difficult situations with empathy, patience, and problem-solving.
• Identify opportunities for additional services and support sales leads.
• Follow customer service processes and quality standards.

Conhecimentos

Customer service

Communication skills

Multitasking

Problem-solving

Empathy

Team player

Independent work

Attention to detail

Ferramentas

Microsoft Office

Descrição da oferta de emprego

• Monday to Friday | 8:00 am to 8:00 pm, Monday to Friday with most positions scheduled for the afternoon shift
• Hybrid schedule: 1 week onsite / 1 week work from home

Work From Home Requirements:

• Reliable high-speed internet connection (minimum 50 Mbps upload speed).
• Quiet and professional workspace.

Key Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including handling up to three chats at once.
• Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.
• Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.
• Schedule pickup requests using internal systems and provide accurate pricing information when required.
• Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.
• Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.
• Identify opportunities for additional services and support sales lead generation initiatives.
• Follow established customer service processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications & Requirements

• Previous experience in a call centre, customer service, or contact centre environment.
• Strong communication skills with excellent telephone etiquette.
• Ability to manage multiple tasks and conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to handle difficult customer interactions professionally.
• Excellent written communication, grammar, and attention to detail.
• Strong team player with a positive attitude and high energy level.
• Ability to work independently and meet performance targets.
• Knowledge of Canadian geography is an asset.

Technical Requirements

• Comfortable using Windows-based computer systems and Microsoft Office applications (Word/Excel).
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Ability to successfully complete an eSkills assessment, including:
• Typing speed assessment (minimum 38 WPM with 90% accuracy).
• Written communication and grammar assessment.
• Multitasking and system navigation simulation.