Title: Call Center Customer Care Specialist
Client: Government
Length: 6 months contract, with a strong possibility of extension (subject to change)
Location: Sault Ste. Marie, Ontario (Hybrid)
Hybrid Policy: hybrid model and work in office is required.
Hours of work: Ability to do Shiftwork in a 24 x 7 environment (a variety of rotating shifts) Monday to Sunday. (including holidays). No exceptions nor flexibility.
Overtime possibility: Yes
.

KNOWLEDGE & EDUCATION:

• University degree or college diploma in relevant field or equivalent work experience
• Understanding of gaming, entertainment, or other similar industries

EXPERIENCE:

• 2 years’ experience in customer service
• 2 years’ experience in working in complex, challenging environments

CRITICAL SKILLS:

• Customer service skills
• Communication and interpersonal skills
• Strong speaking and writing skills (English)
• Problem solving and troubleshooting skills​​
• Knowledge of Microsoft applications, internet, and proficient keyboarding skills

OTHER REQUIREMENTS:

• Bilingual in French is an asset
• Work in 24/7/365 operations
• Shift work, holiday and weekend work required
  .
  URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.
  The recruiter in charge of this role is Fathiya.
  If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.
  Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!
  Please note: Adherence to our end client’s vaccination policy is a requirement.
  Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES!
  Job Types: Full-time, Fixed term contract
  Contract length: 6 months
  Pay: $23.00 per hour
  Work Location: In perso

ROLE MANDATE:

• Establish quality customer support for customers and address inquiries in a manner that aligns with our client’s customer-centric values.

ROLE RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

• Represent our client’s strong customer-centric brand and values by creating great customer experiences at every interaction.
• Create great customer experiences at every interaction to establish a strong customer-centric brand
• Connect and support customers via phone, live webchat and email
• Document and record all customer interactions in order to monitor and analyze customer experiences
• Develop and maintain knowledge of all products, services and promotions to ensure customers receive accurate information
• Develop and maintain knowledge of all procedures to ensure compliance with organizational privacy, information and risk protocols
• Demonstrate proficiency with Contact Centre technology and software applications.
• Uphold the high standards of Responsible Gambling program including tools and resources, and in all customer activities.
• Serve as the primary point of contact for questions from players, potential customers and members of the public regarding products, services and promotions to support in optimizing their value from offerings
• Offer advice and guidance on products, services and promotions to enhance the player’s interaction and value-add from offerings
• Escalate player inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
• Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
• Strive to meet service delivery and quality targets by managing work tasks in a professional and efficient manner.

· Successful completion of the Phase 1 CSR Training Program and Phase 2 Job Shadow Stage is a requirement to advance to the Phase 3 regular full time employment category of this role.

• Work in 24/7/365 operations: hybrid model and work in office is required.
• Shift work, holiday and weekend work require