Customer Service Representative
New
N
NTT DATAFinancial services
Source API remote eligibility restrictions: Canada, Monday – Sunday, 7am-11pm EST (Rotational Shifts)Full-TimeJunior
Salary19.11 CAD per hour
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Job Details
- Languages
- Excellent communication skills in English (French considered an asset).
- Experience
- Minimum of 3 months Customer Service experience
- Required Skills
- Analytical SkillsProblem SolvingCustomer service
Requirements
- Have a minimum of 3 months of customer service experience.
- Demonstrate analytical and problem-solving skills.
- Be proficient in Microsoft Suite Applications.
- Have a professional telephone manner and literacy.
- Be available for all required shifts, including evenings and weekends.
- Have high-speed internet with minimum speeds of 30mb/s download and 10mb/s upload; satellite internet is not accepted.
- Have a private, distraction-free workspace near a router or modem, and connect via Ethernet rather than Wi-Fi.
- Be able to download and use the Google Authenticator app.
- Have iOS 11 or Android version 10 or newer.
- Previous sales experience is considered an asset.
- Credit/debit card processing and financial institution operations experience are preferred.
- Excellent communication skills in English are required; French is considered an asset.
Responsibilities
- Manage incoming phone inquiries and requests from cardholders and financial institution partners.
- Handle inquiries about general matters, secure code, website support, points and rewards programs, card applications, sales, escalations, retention, activation, and balance inquiries.
- Introduce and promote new services in a business development capacity.
- Maintain timely problem resolution and high levels of customer satisfaction.
- Validate customer information and requests, and identify customer needs.
- Analyze caller information and determine the next step based on the nature of the inquiry.
- Stay current on program information, business initiatives, corporate products, and processes.
- Resolve complaints and follow the escalation process as needed.
- Complete required transaction documentation and actions to fulfill customer requests.
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