Customer Service Representative - Call Centre

Customer Service Representative

Location: Brampton, ON

Employment Type: Full-Time Contract

Pay Rate: $20.30/hour

Schedule

Training Period (First 6 Weeks):

• Monday to Friday | 9:00 AM – 5:00 PM
• 100% onsite training required

After Training:

• Monday to Friday | 8:00 am to 8:00 pm, Monday to Friday with most positions scheduled for the afternoon shift
• Hybrid schedule: 1 week onsite / 1 week work from home

Work From Home Requirements:

• Reliable high-speed internet connection (minimum 50 Mbps upload speed).
• Quiet and professional workspace.

Key Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including handling up to three chats at once.
• Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.
• Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.
• Schedule pickup requests using internal systems and provide accurate pricing information when required.
• Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.
• Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.
• Identify opportunities for additional services and support sales lead generation initiatives.
• Follow established customer service processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications & Requirements

• Previous experience in a call centre, customer service, or contact centre environment.
• Strong communication skills with excellent telephone etiquette.
• Ability to manage multiple tasks and conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to handle difficult customer interactions professionally.
• Excellent written communication, grammar, and attention to detail.
• Strong team player with a positive attitude and high energy level.
• Ability to work independently and meet performance targets.
• Knowledge of Canadian geography is an asset.

Technical Requirements

• Comfortable using Windows-based computer systems and Microsoft Office applications (Word/Excel).
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Ability to successfully complete an eSkills assessment, including:
• Typing speed assessment (minimum 38 WPM with 90% accuracy).
• Written communication and grammar assessment.
• Multitasking and system navigation simulation.