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Marberg Staffing Ltd.North York, Ontario- Temporaire
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Bilingual Customer Support Agent for provincial government agency client, North York.
Marberg Job Number : 2346.
Job Type : Temporary.
Initial Term : ASAP to June 27 2025.
Compensation : From $22 per hour to $25 per hour, according to experience.
Regular Work Hours : FULL TIME HOURS; 7.25 hours per day not including 1 hour unpaid lunch break, to be worked between 9 am and 9 pm, on a rotating shift basis, Sunday through Saturday (36.25 work hours per week, including evenings and weekends). Must be available to work additional paid hours as required during peak periods.
Work Location : 100% onsite at client's North York office, with free parking provided.
Responsibilities Summary :
Respond to telephone and email inquiries from service staff and branch offices throughout Ontario, ensuring compliance with customer service level agreements and protocols.
- Deliver consistent and accurate corporate messages to callers, and respond to email inquiries in a professional and timely manner.
- Provide accurate, consistent First Tier support when responding to a broad range of telephone and email inquiries from branch offices.
- Act as first point of contact for agency staff during peak periods to ensure consistency in process and messaging.
- Manage first level internal ticketing system. Log accurate information after each call.
- Assist with inbound and outbound emails, and provide consistent responses to email inquiries within defined service level agreements and service queues.
- Identify trends in First Tier inquiry patterns, report findings and assist with drafting responses to Frequently Asked Questions (FAQs)
- Identify and escalate Tier 2 and Tier 3 issues that cannot be addressed from existing knowledge base and resources.
- Maintain strong customer relationships by professionally managing inquiries and ensuring resolutions are accurate, even if they require additional time or discussion.
- Additional customer service and support responsibilities as required.
Qualifications :
Education : High School Diploma, or equivalent combination of education and work experience.
Preferred Work Experience : At least 1+ years of experience in a fast-paced customer service or inbound call centre environment.
Technical and Language Skills Requirements :
Task -Based Qualifications and Additional Attributes :
Additional Requirements :
Application Notes :
Recommended Application Date : Immediately - please note that we are screening and shortlisting Candidates immediately and qualified applications may be contacted same day as date of application.