We are currently seeking a Customer Service Representative to join our Contact Centre who will work remotely. This exciting and challenging role is the first point of contact for customers’ inquiries through various communication channels such as voice, email, webchat and social media. You will provide our clients’ customers an exceptional level of service offering accurate and timely responses in adherence to internal call quality standards. Making outbound calls may be required as well. Our ideal candidate is a team player with excellent verbal and written skills in both English and French and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service.
What is your day going to look like?
- Maintain schedule adherence including start time, breaks and mealtime
- Read the latest emails, messages and agent alerts for any important updates
- Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding
- Ensure personal adherence to own internal call quality standards/QA scores and KPI requirements
- Participate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessions
- Engage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every time
- As time permits, work on other duties assigned such as making follow-up calls or working on a special project
- When possible, participate in team building games and activities
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Handle incoming omnichannel customer interactions through meaningful exchanges to understand their needs and accurately addressing questions, issues, complaints and inquiries relating to client services and/or products in a positive, supportive and timely manner
- Effectively document and annotate client interactions, process and/or modify appointment transactions and assist with navigational questions
- Securely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standards
- Collaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledge
- Cross sell products and/or services during calls where applicable
- Be responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherence
- Participate in special projects related to client requests
- Other duties as may be assigned
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1+ years experience in a contact center would be an asset, not required
- 1+ years proven customer service experience in any industry preferred
- Computer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applications
- Excellent communications skills both verbally as well as written
- Calm, positive, pleasant and empathic demeanor
- Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
- Excellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse setting
- Detail-oriented and focused
- Previous experience with Five9, Verint and Salesforce software an asset
- Varied shifts, flexible full-time schedule from Monday – Friday 9am-9pm
We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way.
The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.
Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.
We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.
We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.
We add value to loyalty, rewards, and credit card programs.
We reduce insurance company costs by ensuring clients use the available services efficiently.
We build bespoke contact centre services that improve the brand experience for our client's customers.
Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun.
Serefin is an equal opportunity employer committed to diversity and inclusion. We will be pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status or any other legally protected factors. Serefin is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Serefin will make accommodations available to applicants with disabilities upon request during the hiring process.
Why work for us?
Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, Serefin Experiences, and Serefin Travel, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in
