Answer incoming telephone inquiries in accordance with Call Center guidelines Follow up on escalated calls, as required Submit fulfillments or research cases for callers' inquiries if applicable Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders Ensure compliance with policies and procedures and regulatory requirements Maintain a professional tone and positive attitude to callers Responsible for answering calls for a baseline of 7 hours daily A self-starter and takes initiative to take on new projects and additional responsibilities Other duties and responsibilities as assigned Demonstrated passion for customer satisfaction excellence and prior experience is an asset. Fluent in English; Bilingual (French) is required. Interactive customer service environment required. Related experience in the food and/or retail industry considered an asset. Strong and developed oral and written communication skills, including typing, spelling, and grammar. Demonstrated ability to implement change efforts. Ability to learn new skills/concepts and apply this knowledge quickly and accurately. Advanced knowledge of PCs and familiarity with system navigation. Positive attitude and demonstrated ability to get along with others. Professional, empathetic, and naturally caring conversational style. Display tact and diplomacy in handling all levels of customer interaction. Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice. Ability to work all required shifts.
