Customer Service Representative Onsite (Waterloo)

Tp-Canada; Southwestern Ontario; On-site; CAD 25,000 - 29,000; Full time

Benefits offered by this job

Paid Training

Job summary

Teleperformance Canada is seeking friendly Customer Service Agents to join our Waterloo office. You will proactively identify and offer suitable solutions to create high customer satisfaction, handling a high-volume call center with 100+ calls daily and maintaining KPIs.

We provide paid training, a dynamic team environment, and opportunities to learn and grow within a global leader in customer experience management.

Qualifications

• High school diploma or equivalent required.
• College/University diploma preferred.
• Excellent verbal communication skills.
• Strong English language proficiency.
• Experience in customer service is a plus.

Responsibilities

• Handle a high-volume call center with 100+ calls per day.
• Meet contractual KPIs and deliver quality service.
• Clarify customer requirements and provide resolutions.
• Listen empathetically and build rapport with customers.
• Identify opportunities to cross-sell and upsell to existing customers.
• Record and retrieve information in the call tracking system.
• Refer inquiries to published materials or senior staff as needed.
• Adhere to client policies, procedures and compliance.

Skills

Customer service

Communication

Empathy

Team player

Problem solving

Typing speed

English proficiency

Education

High school diploma

College/University degree preferred

Tools

CRM software

Telephony tools

MS Office/Google Suite

Browsers (IE/Edge/Chrome)

Job description

Join Teleperformance – Where Excellence Meets Opportunity!Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities.Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.Job DescriptionAbout the jobWe are looking for great people to join our team as Customer Service Agents. You will proactively identify and offer appropriate solutions that create high customer satisfaction.Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure positive customer experience. We are the largest interaction expert team in the market, connecting with more than 35% of the world population each year.What we offer:Work in a state of the art office that is centrally located with close/easy transit access. Our office is located in Waterloo, Ontario.Restaurants/Shopping/Amenities within walking distance to the officePaid TrainingPay rate $18.50/hrIt is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.RESPONSIBILITIESWork collaboratively as a team with a goal to achieve a high quality standard.Work in a high call-volume contact centre answering an average of 100 calls or more.Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customerListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerProactively offer appropriate solutions that create high customer satisfaction.Exercise patience and empathy that resolve customer concerns.Identify and maximize opportunities to cross-sell and up-sell to existing customers.Track, document and retrieve information in call tracking databaseRespond to customer inquiries by referring them to published materials, secondary sources or more senior staffAdhere to our client’s policies, procedures and industry compliances.QUALIFICATIONHigh School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferredMinimum 2 years of Customer service experienceEnglish Language proficiencyGood telephone customer service etiquetteSatisfactory background check.Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessaryComputer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);Experience with cloud-based CRM and telephony tools (preferred)Typing speed: minimum of 35 words per minuteLogical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stageFlexible schedule availabilityTeam player, working with the team to achieve objectives, friendly and approachable even when busyAbility to quickly learn new applications and processes.Able to handle routine and repetitive tasks at varying pace.Flexibility to work additional hours as needed.Maintain acceptable attendance.Available to work full time in Waterloo onsite locationBe One of Our People:It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity EmployerJob Application Accommodation:If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.