BPO Customer Care Senior Representative

Responsibilities:

•    Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
•    To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.  
•    Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.
•    Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
•    Remain current on program and product information by being committed to continuous learning.
•    Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements:

•    Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset.
•    English; Bilingual (French) an asset
•    Interactive customer service environment required.
•    Related experience in the food and/or retail industry considered an asset.
•    Strong and developed oral and written communication skills, including typing, spelling, and grammar. 
•    Demonstrated ability to implement change efforts.
•    Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
•    Advanced knowledge of PCs and familiarity with system navigation.
•    Positive attitude and demonstrated ability to get along with others.
•    Professional, empathetic, and naturally caring conversational style.
•    Display tact and diplomacy in handling all levels of customer interaction.
•    Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.
•    Ability to work all required shifts.