Customer Service Representative - Work Onsite in Waterloo, Ontario!

TP; Southwestern Ontario; On-site; CAD 21,000 - 30,000; Full time

Benefits offered by this job

Paid Training

Job summary

Teleperformance seeks an onsite Customer Service Representative in Waterloo, Ontario. You will join a high-volume call center, handling approximately 100 calls daily, and deliver service that meets KPIs.

Training is provided, and the role emphasizes empathy, effective communication, and problem resolution. Ideal candidates have at least 2 years in customer service, strong English skills, and the ability to learn CRM and telephony tools quickly.

Qualifications

• High School diploma or equivalent required; college/university diploma preferred.
• Minimum 2 years of customer service experience.
• English language proficiency.
• Good telephone customer service etiquette.
• Satisfactory background check.
• Excellent verbal communication; empathetic and diplomatic.

Responsibilities

• Work collaboratively in a team to achieve high quality standards.
• Handle a high-volume call center, averaging 100+ calls.
• Ensure service meets KPIs as contracted.
• Clarify customer requirements and use tools to resolve issues.
• Listen attentively, show empathy, and build rapport with customers.
• Offer appropriate solutions to maximize customer satisfaction.
• Cross-sell and upsell to existing customers where appropriate.
• Document and track information in call databases.

Skills

Customer service

Communication

Empathy

Active listening

Problem solving

Teamwork

Multitasking

Education

High School Diploma

Post-secondary diploma preferred

Tools

CRM software

Telephony tools

Office/Google Suite

Job description

We are currently hiring for our ONSITE role at Waterloo, Ontario.

What do we offer:

• Workin a state of the art office that is centrally located with close/easytransit access. Our office is located in Waterloo, Ontario.
• Restaurants/Shopping/Amenitieswithin walking distance to the office
• PaidTraining
• Payrate $18.50/hr
• It isour mission to always provide an environment for our employees thatpromotes happiness from the inside out. When you work with us, you arevalued and inspired to learn, to teach, and to grow. We want you to cometo work motivated and proud to be on our team. that's why we continuallyinvest in creating outstanding work experiences and endless developmentopportunities. We want you to be and feel at your best, always.

Diversity & Inclusion

• Teleperformance is an Equal Opportunity Employer. We welcomeand encourage applications from people with disabilities. Accommodations areavailable upon request for candidates taking part in all aspects of theselection process.

RESPONSIBILITIES

• Workcollaboratively as a team with a goal to achieve a high quality standard.
• Workin a high call-volume contact center answering an average of 100 calls ormore.
• Ensureservice delivered to customers meets contractual Key Performance Indicator('KPIs')
• Clarifycustomer requirements; probe for understanding, use decision-support toolsand resources to appropriately provide resolution to the customer
• Listenattentively to customer needs and concerns; demonstrate empathy whilemaximizing opportunity to build rapport with the customer
• Proactivelyoffer appropriate solutions that create high customer satisfaction.
• Exercisepatience and empathy that resolve customer concerns.
• Identifyand maximize opportunities to cross-sell and up-sell to existingcustomers.
• Track,document and retrieve information in call tracking database
• Respondto customer inquiries by referring them to published materials, secondarysources or more senior staff
• Adhereto our client's policies, procedures and industry compliances.

QUALIFICATIONS

• HighSchool or secondary school diploma (or equivalent) required; College,University or post-secondary diploma (or equivalent) preferred
• Minimum2 years of Customer service experience
• EnglishLanguage proficiency
• Goodtelephone customer service etiquette
• Satisfactorybackground check.
• Excellentverbal communication skills, responding with appropriate feedback (avoidslang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Computerliteracy - competent in Microsoft Office/Google Suite, Internet Explorer,Edge and Google Chrome (required);
• Experiencewith cloud-based CRM and telephony tools (preferred)
• Typingspeed: minimum of 35 words per minute
• Logicalapproach to problem resolution: gathers facts, takes corrective actions,escalates problems at the appropriate stage
• Flexibleschedule availability
• Teamplayer, working with the team to achieve objectives, friendly andapproachable even when busy
• Abilityto quickly learn new applications and processes.
• Ableto handle routine and repetitive tasks at varying pace.
• Flexibilityto work additional hours as needed.
• Maintainacceptable attendance.
• Availableto work full time in Waterloo onsite location