JOB OVERVIEW

We are seeking a dedicated and enthusiastic Customer Experience Representative to join our team. In this role, you will be the first point of contact for our clients, providing exceptional customer support and ensuring a positive experience. Your ability to communicate effectively and handle inquiries with professionalism will be key to fostering strong relationships with our customers. This position requires a proactive approach to problem-solving and a commitment to delivering high-quality service.

QUALIFICATIONS

• Degree, diploma, or equivalent work experience.
• Previous experience in customer service or client support roles (B2B and/or B2C).
• Experience in high-volume, fast-paced environments strongly preferred.

TECHNICAL SKILLS

• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience with workflow systems, ticketing tools, or CRM platforms.
• Ability to interpret data to identify trends and support service improvements.
• Comfortable using customer service software, digital communication tools, and case management systems
  Job Type: Full-time
  Pay: $35,000.00-$40,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• RRSP match

Work Location: Hybrid remote in North York, O

• Respond promptly to client and public inquiries via phone and email, ensuring a professional and client-first experience.
• Provide Tier 1 support by addressing common questions, analyze basic issues, and guiding users through processes.
• Accurately log, track, and update client interactions in case management or CRM systems.
• Escalate complex or unresolved issues to your supervisors or appropriate departments, following proper handoff protocols.
• Collaborate with cross-functional teams to resolve client requests and ensure smooth operations.
• Identify recurring client issues or pain points and provide feedback to improve processes.
• Contribute to a positive team environment by assisting colleagues when needed.