eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
About the role
- Bilingual customer service representative supporting savings and retirement-plan participants for New Era Technology, a global technology solutions provider. Handling transactions, complaints, inquiries, and follow-up remotely.
Responsibilities
- Respond to participant inquiries about employer-sponsored savings and retirement plans
- Assist clients with withdrawals, deposits, and retirement rollovers
- Provide general information about the organization
- Refer clients to specialists when needed
- Receive, understand, and resolve complaints while offering solutions
- Provide support and guidance in compliance with internal policies
- Perform additional related tasks assigned by the Service Manager
- Maintain strong client relationships through follow-up
- Identify and suggest service improvements
- Adhere to information security policies protecting data availability, integrity, and confidentiality
- Report directly to the BPO Team Lead
Requirements
- High school diploma or equivalent
- 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone
- Hands-on experience with ticketing systems and high-volume call handling is a significant plus
- User experience with good working knowledge of the Office Suite
- Comfortable with technology
- Group Savings and Retirement product knowledge is an asset
- Strong, clear and effective English and French written and verbal communication skills
- Fluency in French and English (spoken and written)
- Proficiency with Microsoft Word, Excel, Outlook, SharePoint, and PowerPoint
- Ability to type at least 30–40 words per minute
- Ability to work sitting down for long periods
- Flexible, reliable, trustworthy, organized, and able to prioritize
- Attention to detail and accuracy
- Ability to multitask and adhere to SLAs
Benefits
- Computer equipment provided
- No sales or solicitation
- 37.5 hours per week, Monday to Friday
- Dynamic work environment and great team
- Paid training
- Quick onboarding
- Two paid sick days (after 3 months of employment)
- Two weeks of vacation
- RRSP program (available after 6 months of employment)
- Paid holidays
- Group insurance (available after 3 months)
- Overtime may be offered on occasion
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