Customer Service Representative

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

📋 Description

• Address participant inquiries regarding employer-sponsored savings and retirement plans.

• Support clients with withdrawals, deposits, and retirement rollovers.

• Offer general information about the organization.

• Direct clients to specialists as required.

• Receive, comprehend, and resolve complaints while providing effective solutions.

• Deliver support and guidance in accordance with internal policies.

• Carry out additional related tasks as assigned by the Service Manager.

• Foster strong client relationships through consistent follow-up.

• Identify and recommend enhancements to improve service quality.

• Comply with information security policies to safeguard data availability, integrity, and confidentiality.

• Operate under the supervision of the BPO Team Lead, adhering to the established BPO management structure.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1–3 years of experience in customer support, particularly in managing support tickets and resolving customer queries over the phone.

• Practical experience with ticketing systems and handling a high volume of calls is highly advantageous.

• Proficient knowledge of the Office Suite.

• Comfortable working with technology.

• Familiarity with Group Savings and Retirement products is a plus.

• Excellent, clear, and effective communication skills in both English and French, both written and verbal.

• Bilingual proficiency in French and English, spoken and written.

• Capability to sit for extended periods.

• Ability to type at a minimum of 30–40 words per minute.

• Knowledge of Microsoft Word, Excel, Outlook, SharePoint, and PowerPoint.

🏝️ Benefits

• Computer equipment provided.

• No sales or solicitation required.

• 37.5 hours per week, from Monday to Friday.

• Dynamic work environment with a great team.

• Paid training provided.

• Quick onboarding process.

• Two paid sick days available after 3 months of employment.

• Two weeks of vacation time.

• RRSP program offered after 6 months of employment.

• Paid holidays included.

• Group insurance available after 3 months.