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
- Remote customer service representative handling inbound support, sales, and technical issues for MCI’s outsourced CX and BPO services. Resolving customer concerns and managing accounts.
Responsibilities
- Handle inbound customer service, help desk, and back-office processing interactions
- Support customer service, technical support, and customer sales interactions
- Interact with hundreds of customers each week across the country
- Resolve customer issues and troubleshoot basic technical problems
- Build strong customer relationships while representing recognizable brands
- Use systems and technology to complete account management tasks
- Recognize sales opportunities and apply sales skills to upgrade products and services
- Explain and position products and processes for customers
- Escalate customer dissatisfaction appropriately to the managerial team
- Ensure first-call resolution through effective problem solving and call handling
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Ability to type swiftly and accurately (20+ words per minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem solving, and negotiation
- Customer service orientation (empathetic, responsive, patient, and conscientious)
- Ability to multitask, stay focused, and self-manage
- Strong team orientation and customer focus
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships with team members and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a Level II background and/or security investigation with fingerprint
- Must be willing to submit to drug screening; this does not apply in Canada
- Must complete a full application, including screening questions and a brief pre-employment test
Benefits
- Paid time off (PTO)
- Paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Career growth and internal promotion opportunities
- Paid training
- Team-oriented work environment
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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