Call Centre Representative

MaRayTech Consulting Ltd.; Halifax; On-site; CAD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking IT services provider as a Call Centre Representative, where your skills in customer service will shine. In this dynamic role, you will engage with customers, addressing their inquiries and ensuring a positive experience. Your ability to communicate effectively and empathize with clients will be crucial as you handle a high volume of calls. This innovative firm offers a supportive environment, focusing on continuous improvement and teamwork. If you're passionate about delivering exceptional service and making a difference in the financial sector, this opportunity is perfect for you.

Benefits

Competitive Salary

Team Performance Bonus

Pension Contribution

Health Insurance

Life Assurance

Maternity & Paternity Leave

Sick Leave

Additional Annual Leave

Support for Professional Development

Sports and Social Events

Qualifications

• Experience in a Customer Service or Call Centre environment is essential.
• Strong IT skills and proficiency in Microsoft Office applications.

Responsibilities

• Handle inbound calls to provide customer support and secure bookings.
• Engage with customers to address queries and complaints effectively.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Organizational Skills

Telephone Etiquette

Tools

Microsoft Office

Job description

We are MaRayTech Consulting Ltd., an IT services provider with a focus on the financial sector that primarily serves insurance companies, banks, and FinTechs.
We are looking for a polite, professional call centre representative to work closely with other team members to provide outstanding service to our customers by answering questions, taking payments, handling complaints, and providing information regarding our services. The call centre representative will handle a high volume of inbound calls and should seek to create a positive experience for each caller. They will listen to callers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

Key Responsibilities:

1. Using a blended outbound dialler to engage customers, have meaningful conversations, and address objections to secure smart meter installation bookings.
2. Handling inbound calls to answer customer queries and secure additional bookings.
3. Understanding specific customer needs to ensure complete booking processes.
4. Re-engaging with customers to reschedule bookings when initial appointments cannot proceed.
5. Engaging in regular coaching sessions with your Team Leader to improve performance, customer experience, and personal contributions to company goals.
6. Collaborating with Contact Centre colleagues and broader teams to strengthen relationships and share best practices.
7. Taking a solution-focused approach to company procedures and compliance while identifying opportunities for continuous improvement.

What do you need to have?

1. Experience of working within a Customer Service or Call Centre environment.
2. Good IT skills along with knowledge of Microsoft Office applications.
3. Good organisational and problem-solving skills and the ability to prioritise.
4. The ability to communicate clearly and concisely (verbally and written) plus a good telephone manner.
5. Ability to listen and deal sympathetically with customers who may be distressed, agitated, confused, irate and those with special needs.

Package:

1. Competitive salary.
2. Team performance bonus.
3. Pension contribution.
4. Health Insurance.
5. Life Assurance.
6. Maternity & Paternity Leave.
7. Sick leave.
8. Additional annual leave based on length of service.
9. Support for professional development.
10. Sports and social events.