Jobs in Kitchener, Canada

Houston Skilled Consultancy is seeking a motivated and detail-oriented Remote Contact Center Analyst to join our dynamic team. This role focuses on delivering exceptional customer support via digital channels and phone interactions during evenings and weekends. The ideal candidate thrives in a remote work environment, possesses strong communication skills, and demonstrates the ability to resolve customer inquiries efficiently while maintaining a high standard of professionalism.

As a key member of our contact center team, you will contribute to enhancing the customer experience, supporting operational goals and ensuring timely issue resolution for a diverse client base.

• Respond to customer inquiries via phone, email, chat, and other digital channels promptly and professionally.
• Analyze, document, and resolve customer issues while adhering to company policies and procedures.
• Collaborate with cross-functional teams to escal​ate and resolve complex customer concerns.
• Maintain accurate records of customer interactions and update internal databases accordingly.
• Identify opportunities to improve customer service processes and provide feedback for continuous improvement.
• Achieve individual and team performance targets, including response time, resolution rates, and customer satisfaction metrics.
• Remain up-to-date on company products, services, policies, and procedures.

• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities with attention to detail.
• Ability to multitask and prioritize in a fast‑paced environment.
• Comfortable working independently in a remote setting.
• Proficiency with Microsoft Office Suite and basic CRM software.
• High level of professionalism, empathy, and customer focus.

• Previous experience in customer service, contact centers, or related roles is preferred but not mandatory.
• Experience handling digital customer support (chat/email) is an advantage.

• Evenings and weekends required.
• Flexible part‑time or full‑time schedules available depending on availability.

• Strong interpersonal skills and the ability to handle difficult situations with diplomacy.
• Quick learner with the ability to adapt to new tools and technologies.
• Ability to maintain confidentiality and handle sensitive information responsibly.
• Analytical mindset to assess customer needs and provide effective solutions.

• Competitive hourly rates with performance‑based incentives.
• Work‑from‑home flexibility with no commuting required.
• Professional development opportunities and access to training programs.
• Supportive team culture and positive work environment.
• Opportunity to gain experience in a global consultancy setting.

At Houston Skilled Consultancy, we value our employees as the cornerstone of our success. Joining our team means you will have the flexibility to work remotely, grow professionally, and contribute to providing exceptional service to clients across Canada. We foster an inclusive, collaborative environment where innovation and dedication are recognized and rewarded.

Interested candidates are encouraged to submit their resume and a brief cover letter highlighting relevant experience to us. Please include Remote Contact Center Analyst – Evenings & Weekends in the subject line.