Responsibilities • Dealing with customers either by telephone, e-mails, fax, letter or other media within define SLA & quality standards • Keeping records of customer interactions and contacts • Researching required information using available resources • Communication and coordination with all team members, internal departments and local offices • Following-up on customer inquiries not immediately resolved • Identifying and escalating priority issues • Recommending processes improvements Additional: Division of work in percentage (please note that this is subject to change depending on business): • Customer Service
100% Main KPI’s • Maintaining the assigned work shift hours • Providing customers with correct and complete information • Ensuring KPIs and SLAs are maintained • Ensuring the contact logging software is correctly used to allow reports and analysis Competencies • Knowledge of MS office • Good keyboard skills • Language knowledge upper-intermediate; written and verbal: English + French Preferable skills and competencies • Strong communication skills verbal and written (pleasant style) • Problem analysis and problem-solving • Attention to details and accuracy • Customer service orientation • Organizational skills • Team work • Stress tolerance Qualifications and education requirements • High school diploma or general education degree experience • Experience in Customer Service