Customer Service Representative

Specialized Recruiting Group -London, Ontario; Ingersoll; On-site; CAD 42,000 - 56,000; Full time

Job summary

Unknown company in Ontario seeks an experienced Customer Service Representative to deliver high-quality service and resolve inquiries across channels. You will act as the primary contact for customers, ensuring timely responses and professional handling of requests.

You will process orders, maintain records, and collaborate with internal teams to improve processes and customer satisfaction. Strong communication, organization, and detail orientation are essential.

Qualifications

• High school diploma or equivalent is required; post-secondary education in business, communications, or a related discipline is an asset.
• 1–3 years of customer service, client support, contact centre, administrative, or related customer-facing environments.
• Demonstrated ability to manage customer inquiries and resolve issues professionally.
• Experience with CRM, ticketing, or enterprise business systems is an asset.
• Proficiency with Microsoft Office and general business technology.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities with accuracy and attention to detail.

Responsibilities

• Serve as a primary point of contact for customers across designated channels with professional and responsive service.
• Process customer inquiries, requests, transactions, and service updates accurately and efficiently.
• Maintain complete and accurate customer records in accordance with policies.
• Collaborate with internal departments to facilitate timely resolution of issues.
• Escalate complex issues to appropriate stakeholders while owning the customer experience.

Skills

Customer-focused

Communication skills

Problem solving

Time management

Attention to detail

Professionalism

Multi-tasking

CRM systems

Education

High school diploma

Post-secondary in business/communications (asset)

Tools

CRM systems

Ticketing software

Microsoft Office

Job description

The Customer Service Representative is responsible for delivering a consistently high standard of service and support to customers while representing the organization in a professional and solutions-oriented manner.

This role serves as a key point of contact for customers, managing inquiries, requests, and concerns while ensuring timely resolution and adherence to established policies, procedures, and service standards. The successful candidate will demonstrate strong communication skills, sound judgment, attention to detail, and a commitment to operational excellence and customer satisfaction.

Key Responsibilities

Customer Experience & Relationship Management

• Serve as a primary point of contact for customers, providing professional and responsive service across designated communication channels.
• Manage customer inquiries, requests, and concerns in a timely, accurate, and professional manner.
• Develop and maintain positive customer relationships through effective communication, active listening, and a customer-centric approach.
• Assess customer needs and provide appropriate information, solutions, and recommendations.
• Address escalated or sensitive customer concerns with discretion, professionalism, and sound judgment.
• Conduct appropriate follow-up to ensure customer issues are resolved and service expectations are met.

Operational Support

• Process customer orders, transactions, account updates, service requests, returns, and other administrative activities accurately and efficiently.
• Maintain complete and accurate customer records in accordance with organizational policies and procedures.
• Ensure all customer interactions and transactions are appropriately documented within applicable systems.
• Adhere to established service-level agreements, quality standards, operational procedures, and compliance requirements.
• Identify opportunities to improve processes, enhance the customer experience, and increase operational efficiency.
• Escalate complex issues to the appropriate internal stakeholders while maintaining ownership of the customer experience.

Cross-Functional Collaboration

• Collaborate with internal departments and stakeholders to facilitate timely and effective resolution of customer issues.
• Communicate relevant customer feedback, trends, and recurring concerns to management and appropriate business units.
• Support organizational initiatives, process improvements, and customer experience programs.
• Maintain current knowledge of organizational products, services, policies, systems, and procedures.

Performance & Professional Standards

• Consistently meet or exceed established customer service, productivity, quality, and performance objectives.
• Demonstrate accountability, reliability, professionalism, and sound judgment in all customer interactions.
• Maintain confidentiality and safeguard customer and organizational information.
• Participate in training and professional development activities to maintain and enhance job-related knowledge and skills.
• Perform other related duties and responsibilities as assigned.

Qualifications & Experience

• High school diploma or equivalent required; post-secondary education in business, communications, or a related discipline is an asset.
• 1–3 years of experience in customer service, client support, contact centre, administrative, or related customer-facing environments.
• Demonstrated ability to manage customer inquiries and resolve issues effectively in a professional environment.
• Experience working with CRM, customer management, ticketing, or enterprise business systems is an asset.
• Proficiency with Microsoft Office and general business technology.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail.

Core Competencies

The successful candidate will demonstrate:

• Customer Focus: Consistently prioritizes customer needs while balancing organizational policies and objectives.
• Communication: Communicates clearly, professionally, and effectively with customers and internal stakeholders.
• Problem Solving: Analyzes issues, identifies appropriate solutions, and exercises sound judgment.
• Accountability: Takes ownership of responsibilities and follows through on commitments.
• Collaboration: Builds productive working relationships across teams and departments.
• Adaptability: Responds effectively to changing priorities, processes, systems, and customer requirements.
• Attention to Detail: Maintains accuracy and quality across customer interactions and administrative activities.
• Professionalism: Represents the organization positively and maintains a high standard of conduct.

Key Performance Indicators

Performance in this role may be evaluated based on:

• Customer satisfaction and service quality
• Response and resolution times
• First-contact resolution
• Productivity and service-level performance
• Accuracy of customer records and transactions
• Compliance with policies and procedures
• Attendance, reliability, and teamwork
• Contribution to process and customer experience improvements

Working Environment

This position operates within a professional, customer-focused environment and requires regular interaction with customers, colleagues, and internal stakeholders. The role may involve managing multiple priorities and customer interactions simultaneously while maintaining a high level of service quality and professionalism.