Customer Support Agent

  • Island Pay
  • Remote
  • Sep 03, 2020
Full time,   Contractor   Banking Consumer Products and Services

Job Description

The Island Pay Customer Service Representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. They may also act as a KYC advisor from time to time, when onboarding new customers.

As a CSR, you are genuinely excited to help customers. You’re patient, empathetic, and passionately communicative. Our Customer service representatives will put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and as an Island Pay CSR, you will gather this feedback, and have the ability to communicate this information back internally for us. Problem-solving should also come naturally, as this role will have access to tools to quickly and easily solve customer issues. You are confident at troubleshooting and investigate if you don’t have enough information to resolve customer complaints.

Responsibilities:
  • Managing incoming calls, WhatsApp messages, emails, and customer service inquiries.
  • Identifying and assessing customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet personal/customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Use various tools to reach out to customers and verify account information.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.
  • Support KYC upgrades and account management.
Requirements:
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Experience with Jira Service Desk is an asset.
Contract length: 3 months

Expected start date: 2020-09-07

Job Types: Full-time, Contract

Salary: $17.00-$23.00 per hour

Benefits:
  • Casual dress
  • Work from home
Schedule:

  • 8 hour shift
COVID-19 considerations:
Training would take place in our office in Oakville or remotely, but the position is then able to work remote full time. The candidate may also choose to work from our office if that is preferred.

Experience:
  • Customer Service: 1 year (Required)
  • Customer Support: 1 year (Required)
Education:
  • Secondary School (Required)
Job Duties:
  • Answer incoming customer inquiries
  • Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
  • Record and modify customer information within the database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company's customer service policies
  • Other duties as requested
Work remotely:
  • Yes
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