Customer Service Specialist

Location Toronto Job type Full-time, Part-time

We are seeking candidates with the following qualifications and skills:

  • Excellent written and verbal communication with minimal mother tongue influence.
  • Ability to understand and interpret US customer needs during phone communication, translate these needs into process queries, and provide clear and concise resolutions.
  • Flexibility to work in a 24/7 environment with rotational shifts, primarily aligned with US time zones.
  • Prior experience in voice-based customer service is essential, preferably within a US process (Telecom industry).
  • Ability to manage multiple tools and platforms simultaneously to deliver optimal customer resolutions.
  • Functional knowledge of using CRM solutions and working with Microsoft Excel.
  • Familiarity with US customer service practices, ideally within the telecom sector.
  • Confident, empathetic, and proactive in probing for responses to understand customer needs.

Key Responsibilities:

  • Provide resolutions to customers based on process knowledge and training using the company’s internal CRM and mainframe systems.
  • Efficiently gather and document customer information, access and fulfill their needs, and educate them to prevent future issues.
  • Demonstrate strong grammar, probing skills, and comprehension abilities to ensure smooth communication.
  • Take ownership of customer queries and ensure customer satisfaction by providing value-added solutions.
  • Summarize conversations and accurately document interactions on internal systems.
  • Retrieve and present accurate information from internal systems to assist in customer service management and reporting.
  • Maintain up-to-date customer records by regularly updating account information.
  • Think creatively and contribute to innovative solutions and process improvements within the project.

Education: Any Graduation (UG) or Post Graduation (PG).
Experience: International BPO customer service experience (Voice), preferably within US customer service or telecom processes.
Proficiency in English: Strong spoken English and comprehension skills.
Ability to Multitask: Capable of managing multiple tasks and tools efficiently.
Sales/Retention Experience: Experience in sales, retention, or technical support is an added advantage.

Role: Customer Service (Voice Process)
Industry: IT Services & Consulting
Department: Customer Success, Service & Operations