Are you seeking a Full Time inbound contact center career where you can make a difference and work from home?
Do you have a passion for helping others, delighting customers on the telephone, social media and email?
If so, we want to hear from you!
About Us :
Market Force Information helps multi-location brands protect their brand's reputation, delight customers, and grow their revenues.
We look for talented, collaborative, and creative team members who are passionately committed to helping our clients reach their goals.
We value and encourage a collaborative work environment full of energy and ideas. We're all about improving our clients' ability to better manage their own businesses and create better experiences for their customers.
Market Force has offices in North America, and in Europe, including a substantial presence in the U.K. Our team is made up of over 300 people.
Job Summary :
The Customer Service Representative is the direct link to our clients and their customers. Through communicating with customers and accurately recording their feedback while promptly addressing their needs, overall client satisfaction and retention is increased.
The professional frontline support offered by the Customer Service Representative directly helps clients to improve their business.
A CSR also provides valuable support to all departments and team members at Market Force Information's Customer Feedback Center of Excellence.
Job Description :
This role is a work from home position, covering a variety of shifts throughout the week.
The successful applicant will require open availability between our business hours of 3 : 00 PM and 11 : 00 PM, 7 days a week . No selling required!
Key Responsibilities :
Interact daily with clients by phone and web comments to assist them with their inquiry
Provide customer service in fluent / proficient English for English speaking customer calls
Provide customer service in fluent / proficient French for French speaking customer calls
Strong multi-tasking skills required with ability to actively listen while simultaneously entering information into various platforms
Meet the key performance metrics of quality, productivity, and attendance per the program requirements
Adhere to security and technical requirements at all times per our company polices
Advise Supervisors or Team Leaders promptly if any problems, or matters which may lead to an escalation or dissatisfied customer so an alternative course of action can be taken when necessary
Assist with other projects / duties as required
3 hours of paid in office onboarding required the week before start date - equipment / platform / log in testing
2 weeks paid virtual training between the hours of 9 am - 5 pm to ensure that you are confident in your role
Required Qualifications :
Must own a personal laptop and headset for this position
Must be 18 years of age or older
Must be eligible to work in Canada
High School Diploma; or equivalent combination of education and experience.
Must have 1+ years of customer service and / or call center experience preferred
Ability to thrive in a fast-paced environment dealing with a high call volumes
Exceptional telephone and interpersonal communication skills
Excellent organizational, written, and oral communication skills
High attention to detail & accuracy
Are proficient with computers and working with MS Office and email applications.
The ability to type swiftly and accurately (30+ words a minute)
Highly reliable with the ability to maintain regular attendance and punctuality
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Applicant must have open availability across all business operational hours.
REMOTE WORK : The minimum required equipment below must be provided by the candidate
A fully functional Laptop computer with Windows 10 or greater-
Equipment not supported Macbooks, Chromebooks & Desk Top Towers
2.0 ghz with A dual core processor or greater.
Minimum of 6GB of Ram
Minimum of 500mb of HD space.
Antivirus software installed
Standard mouse and keyboard
Headset- USB Plug and Play with noise cancelling microphone
Private and secure home office
High speed Internet (If shared Wifi, Ethernet cable connection is required)
Download speed : Minimum of 50mb / sec
Upload speed : Minimum 5mb / sec
Benefits we offer :
Our company fosters an environment of energy, learning and growth. Along with offering competitive pay of $14.50 / hr (plus additional earning opportunities) , we are excited to offer great employee benefits including :
Benefits (Single or Family) - Health, Dental and Vision Insurance
Flexible Vacation Time
RRSP / DPSP
MFI Corporate & Personal Bonus Program
We thank all applicants in advance for their interest; however, only those selected for an interview will be contacted.
Market Force Information is an Equal Opportunity Employer