Customer Service Representative

Call Centre Rep

$16-$18 per hour

Call Centre Rep (Victoria Park and Sheppard Ave)
45 hour work week, paid for 40(1 hour lunch per shift)

40 hrs per week plus vacation pay, statutory holidays, overtime rate over 44 hours per week
Location Victoria Park and Sheppard Ave

EXCELLENT COMMUNICATION SKILLS REQUIRED

TEMP CONTRACT :
Covering the hours of 8:00am to 8:00pm Mon-Sun, so there will be shifts involved. This is a long term opportunity. Overtime will be available to help cover odd hours. CSR’s will be working the phone desk taking calls from customers and entering data. Must have great communication skills, be able to use a PC, basic data input and searching capabilities.

DUTIES AND RESPONSIBILITIES

• Responds to customer calls, emails and letters to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
• Logs of calls, emails and letters into the appropriate tracking systems and escalate issues to the appropriate person or department, as necessary, to ensure accurate and timely logging of response actions.
• Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
• Attends team huddles to receive current updates on issues, concerns and promotions.
• Attends scorecard meetings to track current progress and identify areas for improvement.
• Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
• Maintains a high level of knowledge regarding the Optimum program, current marketing programs, Distribution Centre issues, and other Customer Service initiatives to provide accurate responses to concerns or issues.

QUALIFICATIONS

• High School Graduation diploma or equivalent level of education.
• Greater than six months of general office/customer service experience.
• Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
• Provides routine information to coordinate the assignments and work procedures of others.
• Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management.
• Draws on a number of known options to solve problems and to develop improvements.
• Adaptable to set and prioritize work with varying exceptions. Able to work with diverse personalities and styles.
• Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
• Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required
• Computer skills to produce reports, documents and presentations.
• Knowledge of customer service procedures in a retail call centre environment.

Current Hours of Operation
Mon-Fri — 8am to 8pm
Sat-Sun 8am to 8pm
Holidays — 8am to 8pm

Possible Future Hours of Operation
Mon-Sun— 8am to 12 midnight
Holidays — 8am to 12midnight