7

applicants

Full-time Customer Service Associate (Financial Service) CSR 1

at Majorel in Waterloo

Rate of Pay: $15+ performance bonus

Hours of Work: 7 am to 11 pm no specific shifts, Monday to Sunday

Job Tasks:

  • Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
     Handle, research, and resolve phone inquiries/requests from customers
     Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
     Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
     Obtain and verify information by phone or online, using professional and courteous phone techniques.
     Complete all follow-up work related to customer inquiries
     Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
     When circumstances dictate, communicate with appropriate offices for follow up.
     Maintain strict confidentiality with customer account information.
     Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
     Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
     Participate in team meetings and contribute ideas to department for the improvement of the team or improvement of the work process
     Maintain acceptable attendance and punctuality. Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
     Support additional duties as necessary in high volume or promotional periods
     Adhere to company and client productivity and quality performance expectations and policies and procedures
     Relay customer insights for continuous improvement
    Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
  • Handle, research, and resolve phone inquiries/requests from customers
  • Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
  • Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
  • Obtain and verify information by phone or online, using professional and courteous phone techniques.
  • Complete all follow-up work related to customer inquiries
  • Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
  • When circumstances dictate, communicate with appropriate offices for follow up.
  • Maintain strict confidentiality with customer account information.
  • Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
  • Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
  • Participate in team meetings and contribute ideas to department for the improvement of the team or improvement of the work process
  • Maintain acceptable attendance and punctuality. Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
  • Support additional duties as necessary in high volume or promotional periods
  • Adhere to company and client productivity and quality performance expectations and policies and procedures
  • Relay customer insights for continuous improvement
Qualifications:

  • Customer Orientation and Focus
    • Ability to multitask (talk, type, navigate)
    • Minimum typing speed 20 WPM
    • Problem solving and resolution skills
    • Strong internet navigation and website user knowledge
    • Organizational and team work skills
    • Conflict resolution skills
    • Experience with contact center technologies
    • Experience working in a Financial/Banking industry an asset.
    • Sales, cross-selling, and up selling experience desirable.
    • Ability to work in a fast paced environment.
    • Excellent verbal and written communication skills.
    • Computer proficiency and knowledge of how and when to use reference material and on-line information.
    • Phone Etiquette skill.
    • Flexibility in regard to work schedules
    • Ability to maintain strict confidentiality with customer account information.
    • Strong customer services skill
    • Minimum high school diploma or equivalent, required
    • Prior contact center or customer service experience preferred
    • Demonstrated problem solving and decision making skills.
    • Effective time management and organizational skills.
    • Experience in Windows and Internet-based environment required.
    • Previous banking experience will be considered a plus
    How to Apply:

    Job Developer: Krista A.

    Region of Waterloo, Employment Ontario Programs

     

    Submit your Resume by:

     

    Email: EmploymentOntarioJobDevelopment@regionofwaterloo.ca  

    or Drop off at any Region of Waterloo Employment Resource Centre

     

    Please add “Customer Service Associate” to the subject line

    as we have multiple employers and jobs posted.  

     



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