We are looking for a Customer Service Representative to join our growing team. Customer Service plays a pivotal role in our organization by speaking directly to our customers while also working closely with every other department at FutureTel. Our Customer Service representatives are directly responsible for managing and enhancing our customer?s repair experience.

Job Descriptions:

• Inbound telephone and email support for consumers, authorized dealers, and manufacturer call centers
• Timely responses to voicemail and initiating outbound follow-up calls
• Proactive communications with manufacturer and carrier key contacts relating to warranty policy, and carry out warranty exceptions
• Collaborate with internal staff and Account Management team to address escalated cases
• Escalate complex issues to the appropriate department when necessary.
• Meet or exceed performance targets (e.g., call handling time, customer satisfaction scores).
• Handle various customer issues and monitor their progress from the initial report to the final resolution
• Assist customers with inquiries, complaints, product/service information, and issue resolution.
• Harness time management skills to effectively and efficiently resolve multiple client issues
• Keep clients informed of progression with issues and provide follow up as necessary
• Collaborate with other departments or offices as necessary to expedite resolutions
• Promote and maintain a high quality, professional, service-oriented company image among clients
• Backup co-workers when needed
• Consistently produce quality error free work

Requirements:

• Bilingual in English and French preferred.
• High school diploma or equivalent (Bachelor?s degree a plus).
• Previous customer service or call center experience preferred.
• Excellent verbal and written communication skills.
• Ability to be patient and friendly with all types of customers.
• Strong problem-solving abilities and patience in handling difficult customers.
• Proficiency in Excel is a must.
• Ability to multitask and work in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: $19.00-$21.00 per hour

Benefits:

• Extended health care
• On-site parking

Experience:

• Call Centre Customer service: 2 years (required)

Language:

• English (required)

Location:

• Markham, ON (preferred)

Work Location: In person