Job description

Role: Customer Service Specialist

Perks:

Competitive Salary - $40,000 - $44,000 CAD

Performance Bonus

Extended Health Benefits

Dental Care

Life Insurance

Company Events

Paid Vacation

Vacation Pay

Free On-site Parking

Job Summary

We are seeking a motivated and detail-oriented Customer Service Specialist to join our team. The ideal candidate will have a passion for helping customers with their excellent communication skills using their ability to solve customer's problems efficiently.

Primary Duties and Responsibilities

1. Ensure to provide excellent customer service through phone, e-mail, chat, etc. in a timely and accurate manner.

2. Provide accurate information about products and services.

3. Analyze customer complaints and provide appropriate corrective actions.

4. Analyze and Troubleshoot customer issues to provide an appropriate solution.

5. Track, follow-up and resolve customer’s outstanding issues in a courteous and timely fashion.

6. Develop customer service programs to provide outstanding service.

7. Prepare documentation and reports on routine customer correspondence for future reference purposes.

8. Assist in training peers on improving customer support service.

9. Develop and maintain in-depth product knowledge.

10. Communicate customer feedback to technical and marketing teams to develop processes for better serving customers.

11. Conduct customer surveys about the company’s service/product to obtain feedback.

12. Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends.

13. Assisting with other types of sales associate requests as needed

Education and Experience Profile

Bachelor's degree or diploma in Business or equivalent

2+ years’ experience providing customer service and technical support

Mandatory Skills – a must have to be eligible for this role

1. Attention to details is a MUST

2. Strong Computer skills – Microsoft Word, Excel, PowerPoint, Outlook

3. Enthusiasm should be contagious

4. Excellent Communication Skills - Communicate clearly to ensure the customer understands what is being said

5. Excellent organizational skills – ability to categorize customer inquiries, requests, complaints and issues effectively

6. Analytical skills – ability to identify issues and find resolution where required.

7. Diplomacy: Remaining calm and civil during tense customer interactions

8. Time Management: Ability to multi-task, prioritize and manage time effectively

9. Deadline Driven: Following through on inquiries and projects to ensure completion and meet SLAs

10. Aptitude to learn and adapt: Staying up to date on new products and services to be able to provide accurate, thorough information to clients.