If you are interested in applying for this position, please email a MS-Word version of your updated resume along with your salary expectation, first available start date and a telephone number to [email protected] attention Fathiya Zaman (recruiter for this role).
Please include the job title (Contact Centre Customer Care Specialist) in the subject line.
Job Title: One of government clients is looking for a Contact Centre Customer Care Specialist
Length: 5-month contract with a possibility of extension
Location: Sault Ste. Marie, Ontario
Hybrid Policy: One full week, every other week in office depending on the shift. Overnight and shifts beginning after 8 p.m. are work from home.
Interview: Virtual.
Training: A mix of in office and virtual.
Hours of work: Shiftwork in a 24 x 7 environment (a variety of rotating shifts) Monday to Sunday (including holidays).
Overtime Opportunities: Yes
Please note: Successful completion of the Training Program (in class and job shadowing) is required to advance to the regular full-time employment for this role.
ROLE RESPONSIBILITIES INCLUDE (but are not limited to):
• Represent our client’s strong customer-centric brand and values by creating great customer experiences at every interaction.
• Provide customer service support via phone, live webchat, and email.
• Develop and maintain knowledge of all client’s products, services, and promotions to provide customers with helpful and accurate information.
• Uphold the high standards of Responsible Gambling program, including tools and resources, and in all customer activities.
• Demonstrate proficiency with Contact Centre technology and software applications.
• Strive to meet service delivery and quality targets by managing work tasks in a professional and efficient manner.
• Document and record all customer interactions to monitor and analyze customer experiences.
• Develop and maintain knowledge of all operational procedures to ensure compliance with organizational privacy, information, and risk protocols.
• Offer advice and guidance on products, services, and promotions to enhance the player’s experience.
• Escalate player inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
• Continuously seek opportunities to improve department processes, and procedures to ensure efficient and effective operations.
 
KNOWLEDGE & EDUCATION:
• University degree or college diploma in relevant field or equivalent work experience
• Understanding of gaming, entertainment, or other similar industries
EXPERIENCE:
• 2 years’ experience in customer service
• 2 years’ experience in working in complex, challenging environments
CRITICAL SKILLS:
• Excellent customer service skills
• Communication and interpersonal skills
• Strong speaking and writing skills (English)
• Problem solving and troubleshooting skills
• Knowledge of Microsoft applications, internet, and proficient keyboarding skills
OTHER REQUIREMENTS:
• Bilingual in French is an asset.
• Work in 24/7/365 operations
• Shift work, holiday, and weekend work required.
