Customer Service Representative (CSR)

Job summary

Respond to customer inquiries, explain products and services, process orders and service tickets, and resolve or escalate customer issues while maintaining accurate CRM records. Follow up to ensure customer satisfaction and collaborate with internal teams to meet service timelines and improve service quality.

Job details

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking an enthusiastic and customer-focused Customer Service Representative (CSR) to join our team. This role is critical in ensuring client satisfaction by providing exceptional service, handling inquiries efficiently, and maintaining strong customer relationships. Responsibilities Respond to customer inquiries via phone, email, and in-person in a professional and timely manner Provide detailed information about Codentrel's products, services, and solutions Resolve customer issues promptly, escalating complex matters to the appropriate department Maintain accurate records of customer interactions, issues, and resolutions in the CRM system Process customer orders, requests, and service tickets according to company procedures Follow up with customers to ensure satisfaction and identify opportunities for service improvement Collaborate with internal teams to address customer needs and meet service delivery timelines Participate in customer feedback programs to enhance service quality Requirements Education & Experience: High school diploma or equivalent (College diploma in Business or Communications is an asset) Minimum 1–3 years of customer service experience, preferably in IT, telecom, or technology industries Technical Skills & Knowledge Proficiency in Microsoft Office Suite and CRM systems (Salesforce, HubSpot, or equivalent) Strong understanding of customer service principles and practices Ability to learn and explain technical information in simple terms Soft Skills Excellent communication and active listening skills Strong problem-solving abilities and a proactive approach Positive attitude with a customer-first mindset Ability to multitask and work under pressure in a fast-paced environment Team-oriented with a commitment to high-quality service delivery Work Conditions Standard hours: 8:00 AM – 5:00 PM, Monday to Friday Occasional evening or weekend work to meet business needs Primarily office-based role in Mississauga, with potential hybrid work arrangements

What you’ll do

Respond to customer inquiries, explain products and services, process orders and service tickets, and resolve or escalate customer issues while maintaining accurate CRM records. Follow up to ensure customer satisfaction and collaborate with internal teams to meet service timelines and improve service quality.

Requirements

Requires a high school diploma or equivalent and 1–3 years of customer service experience, preferably in IT, telecom, or technology; a college diploma in Business or Communications is an asset. Candidates should be proficient with Microsoft Office and CRM systems, communicate effectively, solve problems proactively, and be able to explain technical information clearly.

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Multitasking · Preferred
• issue resolution · Preferred
• Microsoft Office · Preferred
• CRM Systems · Preferred
• Salesforce · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Relationship Management
• Communication
• Active Listening
• Problem-Solving
• Microsoft Office
• CRM Systems
• Salesforce
• HubSpot
• Technical Information Communication
• Order Processing
• Issue Resolution
• Recordkeeping
• Multitasking
• Teamwork
• Customer Feedback

Job areas

• Customer Service & Support
• Technology