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
- Représentant bilingue répondant aux demandes de clients concernant produits, services, facturation et réclamations. Résolution des plaintes et suivi des dossiers en télétravail partout au Canada.
Responsibilities
- Respond to customer inquiries regarding products, services, billing, and disability claims
- Manage inbound and outbound customer interactions
- Resolve complaints by offering refunds, exchanges, or billing adjustments
- Communicate with customers to provide updates regarding their requests, claims, investigation results, and planned adjustments
- Escalate unresolved cases to the appropriate teams for investigation or further processing
- Maintain accurate and detailed records of all interactions, transactions, requests, complaints, feedback, and actions taken
- Complete required follow-ups to ensure customer satisfaction
- Accurately document customer information and communications
- Collaborate with various internal departments to facilitate case resolution
Requirements
- High school diploma or equivalent
- 2–4 years of customer service experience
- Experience in a customer service environment, such as a call centre, retail setting, or service organization
- Data entry experience with a high level of documentation accuracy
- Proficiency in Microsoft Outlook, Excel, or similar computer applications
- Ability to accurately document and record customer information
- Fluency in French and English required to support customer interactions
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Strong attention to detail
- Ability to work independently and manage time effectively
Benefits
- 11-month contract with the possibility of permanent employment
- Initial training schedule from 8:00 a.m. to 4:00 p.m. during the first few months
- Rotating schedule based on operational needs
- Potential schedules after the training period: 9:00 a.m. to 5:00 p.m., 10:00 a.m. to 6:00 p.m., or 12:00 p.m. to 8:00 p.m.
- Full-time position: 37.5 hours per week
- Remote work anywhere in Canada
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