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Customer Experience Representative

Location Dixon and HWY 27
Date Posted January 10, 2019
Category Retail/Sales/Customer Service
Job Type Full-Time
Job Number 22237

Description

HOURS of WORK: Monday – Sunday 7am – 12am (midnight) (rotating shifts)

LOCATION: 251 Attwell Drive, Etobicoke

Millennium1 Solutions is an award winning customer service support and thought leadership partner to top brands in North America. We are partnering with Indigo for an outstanding opportunity to work on their account in our contact centre division. Indigo is dedicated to telling stories and creating experiences, and Millennium1 is always looking for bright, energetic and customer-focused people who can help bring their exciting mission to life. We’re looking for people who share these passions and want to be part of a dynamic and enriching culture.

 

Responsibilities:

  • Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner.
  • In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system.
  • Remain current on program and corporate products and processes.
  • Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate.
  • Fulfill customer expectations in a manner that complies with policies, practices and procedures.
  • Accurately complete appropriate documentation for each transaction, and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) when required, and/or initiating the necessary customer fulfillment.
  • Participate in team huddles/committees (e.g., escalation queues, call campaigns, best practices, peer listening). Take initiative on learning opportunities.
  • Participate in continuous improvements, with focus on service excellence.
  • Participate in cross training initiatives and mentoring opportunities.
 

Requirements:

  • Strong and developed communication skills.
  • Excellent command of English and professional telephone manner and literacy required.
  • Demonstrated ability to exercise appropriate analytical and judgment skills required in dealing with moderately complex procedures and situations when dealing with customers.
  • Must have flexibility and willingness to move between various shifts, available to work within business hours
  • Working knowledge of PCs, and strong keyboarding skills.
  • Demonstrated ability to implement change efforts.
  • Positive attitude and demonstrated ability to get along with others.

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