Customer Service Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide telephone and email assistance to prospective and current eFax corporate and consumer clients.

• Manage account setup, login issues, technical troubleshooting, billing questions, plan modifications, cancellations, and overall customer service.

• Offer outstanding customer support while addressing general inquiries and cancellation requests.

• Appropriately escalate complex issues or complaints.

• Retain current customers who are contemplating service cancellation through phone or email interactions.

• Maintain proactive communication regarding open account inquiries.

• Assist customers with payment collection and updates to payment methods.

• Document, log, and report both inbound and outbound customer interactions in internal systems.

• Keep a comprehensive understanding of company products, policies, and procedures to effectively diagnose and resolve customer issues.

• Provide operational insights and suggestions for improvements to management.

• Carry out other assigned duties and responsibilities.

⛳️ Requirements

• Previous experience in customer service is essential (call center experience is a plus).

• Exceptional verbal and written communication skills in English are required.

• Proficiency in French is considered an advantage.

• A friendly, professional, polite, and positive demeanor is essential.

• Demonstrated empathy, patience, composure, active listening, and other customer service soft skills.

• Strong attention to detail, follow-up abilities, and capability to multitask.

• Proficient with PC and knowledgeable in MS Word, Excel, and Outlook.

• Ability to work independently as well as within a team environment.

• Must be able to sit for extended periods and manage prolonged screen time.

• Access to reliable, high-speed internet is required.

• Not eligible for sponsorship.

🏝️ Benefits

• Pre-approved overtime may be available.

• Employee Stock Purchase Plan (ESPP).

• Accrued vacation time.

• Sick leave.

• Recognized holidays.

• Comprehensive benefits package.

• Fully remote work opportunity within Canada.

• Requirement for reliable, high-speed internet.