Are you an experienced and passionate customer services professional Do you enjoy supporting users and providing an excellent service experience If so look no further.
We are expanding our Toronto team and looking for highly motivated professionals with technical aptitude and superior communication skills. We are looking for people who thrive on working with clients take ownership of diverse tasks and pride themselves on delivering outstanding customer service.
The Role
The Customer Services Representative reports directly to the Customer Services Director and is responsible for providing high-quality technical and operational support to clients and users.
This role is based in TransPerfects Toronto office which acts as a North America hub supporting users across the US Canada LATAM Europe and other regions as required.
The CSR helps users navigate the VDR platform resolves support queries assists with client training supports key VDR workflows and ensures a professional responsive and accurate service experience.
The role requires strong communication skills attention to detail good technical aptitude and the ability to manage multiple client requests in a fast-paced B2B environment.
Your Responsibilities
Client Support & Communication
Independently interacts by phone or email to consult with and advise clients on workflow and VDR processes.
Provides first-line technical and operational support to clients and users across the VDR platform.
Nurtures and develops effective and positive relationships with clients.
Anticipates and manages clients needs effectively.
Acts as the main point of contact and assumes responsibility for multiple client engagements.
Platform Support & Training
Helps users navigate the VDR platform and supports key workflows including user access permissions document management Q&A reporting and other VDR processes.
Manages and hosts online client training sessions.
Investigates user issues gathers the required details and escalates technical matters internally where needed.
Delivery & Internal Coordination
Monitors progress and ensures deliverables for the client are accurate and timely.
Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.
Follows all applicable Best Practice and Workflow procedures.
Documentation & Administration
Ensures proper documentation for job tracking and billing information is current and accurate.
Maintains clear and accurate records of client interactions support requests actions taken and follow-up requirements.
Performs additional duties as reasonably requested.
Communication & Client Service
Native-level English fluency with excellent written and verbal communication skills.
Comfortable speaking to a wide range of B2B customers.
Highly motivated team player with excellent communication and interpersonal skills.
Resilient with a positive can-do attitude.
Experience & Technical Aptitude
Minimum of two years of experience in a B2B environment.
Tech-savvy with the ability to adapt to new software and tools. Training will be provided.
Previous experience in a technology software or IT company is beneficial but not required.
Working Style
Exceptional attention to detail accuracy and active listening skills.
Capable of multi-tasking working under pressure and meeting strict deadlines.
Willing to grow develop and continually learn new skills.
Location & Availability
Based in or near Toronto and able to commute to TransPerfects Toronto office daily.
Available to work either 9 AM to 6 PM or 10 AM to 7 PM depending on the vacancy.
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Customer Services Representative (VDR) • Toronto, Ontario, Canada
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