Customer Service Representative (CSR)

Codentrel; Mississauga; Hybrid; CAD 42,000 - 58,000; Full time

Job summary

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking a customer-focused Customer Service Representative to join our team in Mississauga. In this full-time role, you will respond to inquiries, explain products, and maintain CRM records to ensure client satisfaction.

A 1–3 year background in IT/tech customer service is preferred. The position offers a standard schedule with occasional evenings or weekends and potential hybrid work arrangements.

Qualifications

• 1–3 years of customer service experience, preferably in IT, telecom, or technology industries.
• High school diploma or equivalent; college diploma in Business or Communications is an asset.
• Proficiency in Microsoft Office Suite and CRM systems (Salesforce, HubSpot, or equivalent).
• Ability to learn and explain technical information in simple terms.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person in a professional and timely manner.
• Provide detailed information about Codentrel's products, services, and solutions.
• Resolve customer issues promptly, escalating complex matters to the appropriate department.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Process customer orders, requests, and service tickets according to company procedures.
• Follow up with customers to ensure satisfaction and identify opportunities for service improvement.
• Collaborate with internal teams to address customer needs and meet service delivery timelines.
• Participate in customer feedback programs to enhance service quality.

Skills

Excellent communication

Active listening

Problem solving

Customer-first mindset

Multitasking

Teamwork

Education

High school diploma

College diploma in Business or Communications

Tools

Microsoft Office

Salesforce

HubSpot

Job description

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking an enthusiastic and customer-focused Customer Service Representative (CSR) to join our team. This role is critical in ensuring client satisfaction by providing exceptional service, handling inquiries efficiently, and maintaining strong customer relationships.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person in a professional and timely manner
• Provide detailed information about Codentrel's products, services, and solutions
• Resolve customer issues promptly, escalating complex matters to the appropriate department
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system
• Process customer orders, requests, and service tickets according to company procedures
• Follow up with customers to ensure satisfaction and identify opportunities for service improvement
• Collaborate with internal teams to address customer needs and meet service delivery timelines
• Participate in customer feedback programs to enhance service quality

Requirements

Education & Experience:

• High school diploma or equivalent (College diploma in Business or Communications is an asset)
• Minimum 1–3 years of customer service experience, preferably in IT, telecom, or technology industries

Technical Skills & Knowledge

• Proficiency in Microsoft Office Suite and CRM systems (Salesforce, HubSpot, or equivalent)
• Strong understanding of customer service principles and practices
• Ability to learn and explain technical information in simple terms

Soft Skills

• Excellent communication and active listening skills
• Strong problem-solving abilities and a proactive approach
• Positive attitude with a customer-first mindset
• Ability to multitask and work under pressure in a fast-paced environment
• Team-oriented with a commitment to high-quality service delivery

Work Conditions

• Standard hours: 8:00 AM – 5:00 PM, Monday to Friday
• Occasional evening or weekend work to meet business needs
• Primarily office-based role in Mississauga, with potential hybrid work arrangements