Customer Service Associate

The Role

Our mission at Cymax Group is to break down all barriers to make multi-channel commerce easy. The Customer Service Associates contribute to this mission by resolving customer queries by E-mail and telephone to ensure a smooth and positive customer experience while balancing policy adherence and maximizing cost effectiveness.

Who You Are

• 2+ years Customer Service experience
• Microsoft office suite
• Atlassian suite is preferred

What You’ll Do

• Be an ambassador for the customer experience at Cymax. Be a gatekeeper for customer satisfaction scores and KPIs
• Handle escalations via call and Email
• Handle Emails and calls in an efficient manner to ensure that service levels are met, and customer wait times and response times do not exceed the threshold
• Provide a world class customer experience and transform a negative customer experience into a positive
• Meet / exceed role specific metrics such average handle time, productivity, quality, credit to keep and more
• Understand all components of the operations process, have the knowledge and insight to handle customer support tickets across various scenarios and locations across the customer journey
• Assist with department / company goals, and makes recommendations to Customer Service Manager, to improve efficiency and effectiveness
• Disposition each case accurately to ensure that customer data is captured correctly in system requests
• Takes ownership and accountability for tickets that are assigned to you to ensure resolution is completed
• Work with company’s vendors and carriers as required, to provide the quickest and best solution for all parties involved

Culture at Cymax Group

We consistently strive to create a workforce that represents the communities we serve and are committed to creating an environment where everyone can bring their full selves to work.

As a company, we value new perspectives to drive innovation and connection, and that means valuing diversity. Our inclusive team is filled with teammates from all around the world, working asynchronously across different time zones.

We champion the people in our communities working to effect change and think big.

Compensation

We are committed to transparency in our hiring process. The Salary Range for this role is between $19.00 and $21.00 depending on experience, skills, training and organizational needs.

Our salary ranges are determined by role, level and location. This compensation range reflects the minimum and maximum for new hire salaries for the position.

It is not typical for an individual to be hired at or above the midpoint of the range for their role. Only in rare and exceptional circumstances, where a candidate has the experience, skills and expertise to far exceed those required for the position, will we consider paying above the midpoint of the range for this role.

We offer a comprehensive range of benefits which includes :

Health and wellness support for our team members and their families including an employee assistance program

paid health and dental benefits in Canada

• Paid time off
• Easy access to online and phone-based counselling services
• And a remote-flexible work environment.

What We Are About

If you’re on the Cymax Group team, it’s because you have the power to make a change and we are here to support you so that you can do so.

We’re committed to an equitable employee experience, opportunity, pay and support for every employee. We value inclusion, regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, or ability.

Accessibility

We can provide accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

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