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Arrow Workforce Solutions

Customer Service Representative - Call Centre

Brampton, ON, Canada

Pay: Pay Rate: $20.30/hour
Job type: Full-time
Apply by: Oct 31, 2026
Posting language: English
Posted: Oct 1, 2026

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Original job description

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.

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More about this job

Responsibilities

Respond to customer inquiries by phone, chat, and email, providing shipment information, arranging pickups, and resolving concerns with internal teams. Maintain ownership and accurate records of inquiries, meet service and quality targets, and identify opportunities for additional services.

Requirements

Previous call centre, customer service, or contact centre experience is required, along with strong communication, problem-solving, multitasking, and computer skills. Candidates must pass assessments that include typing at least 38 WPM with 90% accuracy, written communication and grammar, and multitasking and system navigation.

Skills

Customer Service
Telephone Etiquette
Written Communication
Multitasking
Problem-Solving
Decision-Making
Conflict Resolution
Empathy
Attention To Detail
Time Management
Shipment Tracking
Sales Lead Generation
Computer Literacy
Microsoft Office
Canadian Geography

Visa sponsorship

Not detected in the job text

Keywords

Inbound Customer Inquiries
Phone Support
Chat Support
Email Support
Shipment Tracking
Delivery Status
Address Changes
Proof Of Delivery
Pickup Scheduling
Pricing Information
Customer Issue Resolution
Internal Coordination
Service Targets
Quality Standards
Performance Metrics
Documentation
Sales Lead Generation
Windows
Microsoft Office
Microsoft Word
Microsoft Excel
Typing Assessment
System Navigation
Canadian Geography
Contact Centre

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