Phone Support and Customer Service Agent
New
R
ReachFinTech ecommerce
Calgary, Alberta, CanadaFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1+ years
- Required Skills
- Problem SolvingCustomer serviceZendesk
Requirements
- 1+ years of experience in customer service or call center environments
- Hands-on experience using Zendesk
- Strong communication and problem-solving skills
- Familiarity with support KPIs and service metrics
- Strong organizational skills and attention to detail
- Adaptability in fast-paced environments
- Experience in ecommerce, payments, or financial services is a plus
Responsibilities
- Respond to customer inquiries via phone and Zendesk
- Support customers with order tracking, charges, refunds, and disputes
- Manage tickets efficiently while maintaining strong service quality
- Meet performance targets across KPIs such as SLA, AHT, and First Call Resolution
- Utilize Zendesk tools, workflows, and automation features effectively
- Collaborate with Risk & Compliance and cross-functional teams
- Support continuous improvement initiatives and adoption of new tools and AI workflows
- Contribute to a positive, collaborative, and high-performing support environment
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