Customer Service Representative
H
HGSCustomer Service
Canada, 7 AM to 12 AM ESTFull-TimeEntry
Salary16.75 - 20.1 CAD per hour
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Job Details
- Languages
- English
- Experience
- 6 months of customer service experience
- Required Skills
- DocumentationCustomer serviceEnglish communicationTroubleshootingActive listening
Requirements
- At least 18 years of age
- Physically living in and able to work in Canada
- At least 6 months of customer service experience
- Understand the value of coaching and feedback
- Experience troubleshooting issues and owning customer resolution
- Computer savvy, comfortable working with multiple monitors
- Excellent English communication skills, both oral and written
- Suitable work-from-home space
- Hard-wired internet connection
- Available to work between 7 AM and 12 AM EST with schedule flexibility
Responsibilities
- Communicate with customers through inbound calls and field queries on billing, payments, existing and new services, promotional offers and upgrade / downgrade of services
- Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need
- Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution
- Use multiple computer systems to research products, services, common problems and solutions offered
- Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time
- Participate in regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators
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