Customer Service Representative - Call Centre Operations

Handle customer inquiries via voice, email, chat, and digital channels in a professional manner.

Resolve queries and complaints promptly by following client processes and guidelines.

Maintain clear and accurate records of every interaction in CRM and ticketing tools.

Meet daily performance targets for customer quality scores, handling times, and first-contact resolution.

Escalate complex or specialized issues to Team Leaders following standard procedures.

Participate in continuous paid training, coaching, and team calibration sessions.

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, copy machines, calculators. Employees will regularly use a computer for extended periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.