Customer Experience Representative-Breach Services

Our client in the Call Centre industry is currently seeking Customer Experience Representatives to work from home on a temporary basis.

Employment Type: Contract
Rate: $30.00 per hr.
Location: Work from home

Job Summary:

The Customer Service Representative – Breach Services position will interact with the company’s consumers by addressing inquiries and resolving escalated issues related to consumers’ personal information being compromised.

Duties/Responsibilities:

• Interacts with consumers via telephone to provide support and information on the personal data that was compromised.
• Looks up caller information, validates consumer identity, and reviews mailed material with the consumer.
• De-escalates calls by using customer services skills and active listening skills to calm callers.
• Handles fluctuating call volumes up to 60 incoming calls per day, but may go periods without a call.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff via internal chat and through the Salesforce system.
• Enters detailed notes into Salesforce.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Assists consumers in navigating to sign up for ID protection or credit monitoring services.
• Performs other related duties as assigned

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software and navigate technology.
• Ability to work independently.
• Must display excellent phone and email etiquette
• Ability to communicate in a pleasant and friendly manner
• Must maintain strict confidence
• Must be a team player
• Must be Pro-active, have a good attitude, self-disciplined and self-motivated

Education and Experience:

• 5 O’ Levels must include English Language
• 1 to 2 years customer service experience
• Proficient in Spanish or French will be an asset
• Must be proficient in MS Office and MS Outlook
• Must have excellent time management skills

Requirements:

Physical

• Prolonged periods sitting at a desk and working on a computer.

Technical

• A laptop with window 10 or 11
• Apple computers or Chromebooks are not compatible

Laptop

• RAM – minimum 8GB RAM
• Processor: Anything above Core i3 or AMD Ryzen 3 PRO
• Working keyboard and keypad/mouse
• Proper Display Screen (no black spots or lines)

Software

• Windows 10/ 11 OS
• Microsoft Teams Application installed on DESKTOP along with a Microsoft Teams account – any hotmail/outlook account.

Accessories

• Headset and mic – Bluetooth or 3.5mm

Environment

• Private location with a computer desk and ergonomic chair.

Internet

• 250 Mbps Download/ 50 Mbps Upload
• Backup internet from mobile device

Job Ref: RM