Call Center Representative
<p><strong>Customer Service Representative </strong></p><p><strong>Location:</strong> Brampton, ON</p><p><strong>Employment Type:</strong> Full-Time Contract</p><p><strong>Pay Rate: </strong>$20.30/hour</p><p><strong>Schedule</strong></p><p>Training Period (First 6 Weeks):</p><ul><li>Monday to Friday | 9:00 AM – 5:00 PM</li><li>100% onsite training required</li></ul><p><strong>After Training:</strong></p><ul><li>Monday to Friday | 8:00 am to 8:00 pm, Monday to Friday with most positions scheduled for the afternoon shift</li><li>Hybrid schedule: 1 week onsite / 1 week work from home</li></ul><p><strong>Work From Home Requirements:</strong></p><ul><li>Reliable high-speed internet connection (minimum 50 Mbps upload speed).</li><li>Quiet and professional workspace.</li></ul><p><strong>Key Responsibilities</strong></p><ul><li>Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.</li><li>Manage multiple customer interactions simultaneously, including handling up to three chats at once.</li><li>Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.</li><li>Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.</li><li>Schedule pickup requests using internal systems and provide accurate pricing information when required.</li><li>Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.</li><li>Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.</li><li>Identify opportunities for additional services and support sales lead generation initiatives.</li><li>Follow established customer service processes, quality standards, and performance metrics.</li><li>Maintain accurate documentation of customer interactions and resolutions.</li></ul><p><strong>Qualifications & Requirements</strong></p><ul><li>Previous experience in a call centre, customer service, or contact centre environment.</li><li>Strong communication skills with excellent telephone etiquette.</li><li>Ability to manage multiple tasks and conversations in a fast-paced environment.</li><li>Strong problem-solving and decision-making skills.</li><li>Ability to handle difficult customer interactions professionally.</li><li>Excellent written communication, grammar, and attention to detail.</li><li>Strong team player with a positive attitude and high energy level.</li><li>Ability to work independently and meet performance targets.</li><li>Knowledge of Canadian geography is an asset.</li></ul><p><strong>Technical Requirements</strong></p><ul><li>Comfortable using Windows-based computer systems and Microsoft Office applications (Word/Excel).</li><li>Strong computer literacy and ability to navigate multiple systems simultaneously.</li><li>Ability to successfully complete an eSkills assessment, including:</li><li>Typing speed assessment (minimum 38 WPM with 90% accuracy).</li><li>Written communication and grammar assessment.</li><li>Multitasking and system navigation simulation.</li></ul><p><br></p>
