Call Centre Representative

MaRayTech Consulting Ltd.; North Bay; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a professional call centre representative to join their dynamic team. In this role, you will be the voice of the company, ensuring customers receive outstanding service through effective communication and problem-solving. Your ability to handle a high volume of inbound calls while maintaining a positive experience for each caller is crucial. This position offers a supportive environment where your contributions will help shape the customer experience. Join a forward-thinking company that values teamwork and personal development, and take your career to new heights in the customer service sector!

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 Call Centre environment is essential.
• Strong communication skills are needed for customer interactions.

Responsibilities

• Handle high volume inbound calls and provide excellent customer service.
• Engage customers using a blended outbound dialler for bookings.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Organizational Skills

IT Skills

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.