Customer Care - Edmonton or remote

Nextgen Automation LTD; Edmonton; Remote; CAD 46,000 - 50,000; Full time

Job summary

NextGen Automation LTD is seeking a Customer Care Representative in Canada to deliver outstanding service by handling inquiries, resolving issues, and building lasting relationships with customers. The role requires strong communication, technical support, and coordination with internal teams to ensure customer needs are met promptly.

The daily responsibilities include managing high call volumes, greeting customers, providing timely responses, and creating service invoices while offering

Qualifications

• A passion for providing exceptional customer service.
• Patience to stay calm in a high-pressure environment.
• Proven experience in conflict management.
• Strong understanding of customer service best practices.
• Ability to meet deadlines while working independently and in a team.
• Strong attention to detail.
• Professional and positive attitude.

Responsibilities

• Manage large volume of incoming phone calls.
• Greet customers and ascertain problem or reason for calling.
• Build sustainable relationships and trust with customer accounts through open communication.
• Provide prompt, accurate and courteous responses to customers.
• Demonstrate ownership to resolve challenging issues, escalating when necessary.
• Assist with scheduling client orders, equipment, and manpower.
• Create and issue service invoices.
• Provide outstanding technical support for customers.
• Respond to inquiries via phone and email using our online software.
• Follow up on customer requests to ensure complete handling of the caller’s inquiry.
• Create cases for new features and solutions for our development team to implement.
• Educate and provide training to customers on using various aspects of the software.
• Work with service team leads and service manager.

Skills

Customer service

Patience under pressure

Conflict management

Customer service best practices

Deadline-oriented

Attention to detail

Positive attitude

Job description

Salary Range: $46,000.00 To $50,000.00 Annually

Role overview

The Customer Care Representative is responsible for delivering outstanding service to NextGen Automation’s customers by managing inquiries, resolving issues, and building lasting relationships. This role requires effective communication, technical support, and collaboration with internal teams to ensure customer needs are met promptly and professionally, contributing to a positive customer experience and organizational success.

Daily responsibilities will include the following:

• Manage large volume of incoming phone calls.
• Greet customers warmly and ascertain problem or reason for calling.
• Build sustainable relationships and trust with customer accounts through open andinteractive communication.
• Provide prompt, accurate and courteous responses to customers.
• Demonstrates ownership to resolve challenging issues, escalating when necessary.
• Assist with scheduling client orders, equipment, andmanpower.
• Create and issue serviceinvoices.
• Provideoutstanding technical support for customers.
• View inquiries as opportunities to exceed customerexpectations.
• Respond to telephone and email inquiries from individuals utilizing our onlinesoftware.
• Follow up on customer requests to ensure complete handling of the caller’sinquiry.
• Createcases for new features and solutions for our development team to implement.
• Educateand providetraining to customers on using various aspects of the software.
• Working with other departments– service teamleadsand servicemanager.

Qualifications and Skills Required:

• A passion for providing exceptional customer service.
• Patience to able to stay calm in an intenseenvironment.
• Proven experience in conflict management.
• Strong understanding of customer service best practices.
• Proven aptitude to function within deadlines, while working both independently and as part of a team.
• Strong attention to detail.
• Professional and positive attitude.

Additional Skills that would be an asset would include:

• Excellent communication skills (written and verbal).
• Ability to multitask.
• Strong organizational skills.
• Adaptability and flexibilitytodeal with different customers and needs ina briefperiod.