Remote customer service agent supporting customers for MCI’s business - process outsourcing and CX services. Handling inquiries, complaints, records, and performance metrics across phone, email, and chat.
About the role
- Bilingual customer service representative handling Canadian inquiries, billing issues, and disability claims. Recruit Action provides personalized recruitment services through quality support.
Responsibilities
- Respond to customer inquiries regarding products, services, billing matters, and disability claims
- Handle inbound and outbound customer interactions
- Resolve customer complaints through refunds, exchanges, or billing adjustments
- Contact customers with updates regarding inquiries, claims, claim investigation results, and planned adjustments
- Escalate unresolved customer issues to the appropriate departments for further investigation
- Maintain accurate and detailed records of customer interactions, transactions, inquiries, complaints, comments, and actions taken
- Provide follow-up support to ensure customer satisfaction
- Document customer information and interactions accurately
- Coordinate with internal departments as required to support issue resolution
Requirements
- High school diploma or GED
- 2-4 years of customer service-related experience required
- Experience in customer service environments such as call centers, retail, or service organizations
- Data entry experience with strong documentation accuracy
- Proficiency with Microsoft Outlook, Excel, or similar computer applications
- Ability to accurately document and record customer information
- Ability to communicate in both French and English to support customer interactions
- Preferred: Call center or high-volume customer support experience
- Preferred: Experience handling billing or service-related complaints
- Strong verbal and written communication skills
- Strong customer service and interpersonal skills
- Attention to detail
- Ability to work independently and manage time effectively
Benefits
- 11-month contract with the potential for permanent employment
- Initial training schedule: 8:00 am to 4:00 pm for the first few months
- Shift rotation based on operational requirements
- Full-time: 37.5 hours per week
- Fully remote work arrangement
- Remote: Anywhere in Canada
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