Contact Center Representative

Description

Job Description: As a HRO/Dayforce Managed Customer Support Specialist, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call center environment from multiple queues. A Customer Care Representative will normally handle multiple high volume calls/emails assisting customers with complex questions relating to their benefits and/or payroll questions in a high-volume call center. Must Haves: Bilingual (English and/or French, Spanish) 2+ years of work experience in an office environment Flexibility for working hours (e.g. should be able to work CA/US hours) Responsibilities: (other duties maybe assigned)Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training Use decision-support computer software programs to respond to common service questions and inquiriesPosition entails a high amount of customer interaction over the phoneEnsure that customers understand the resolution and provide on-going education to customersListen attentively to customer needs and concerns; demonstrate empathyProficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely mannerAchieve delivery of tasks in accordance with agreed schedules, procedures and standardsMeet or exceed process KPIsDrive customer satisfaction by providing high quality of serviceExecute corrective and preventive action plansRecord key delivery data for metrics purposesAim at becoming a Subject Matter Expert in processBe an effective team playerProactively highlight risksEnsure that complaints are proactively escalatedSeek and respond to development feedbackMentor & Coach new recruits in their processDegree of Independence/Supervision requiredWill be formally supervised by Team Lead/ManagerPromptly escalate exceptions to the Seniors/Team Lead/ManagerAccountable for individual performance Competencies: Technical Competencies: Domain Knowledge – US and CA Payroll(desirable – else, to acquire during provided training)Time Management and prioritizationExtensive customer service experience required Able to demonstrate strong written and verbal skillsAnalytical and Reporting SkillsComputer Literate (MS Word, Excel, PowerPoint, Outlook) Behaviour Competencies: Quality FocusResults orientationCapacity to adapt to ChangeInitiativePeople SensitivityCustomer OrientationTeamwork & Cooperation Qualifications: HSC Holder or Higher Education2+ years of work experience in an office environment (preferred) Other Requirements Flexibility for working hours (e.g. should be able to work CA/US hours)Bilingualism is preferred (English and/or French, Spanish)Ability to work overtime and including Mauritius public holidays Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization. Company Description:Ceridian. Makes Work Life BetterTMThis is our promise. Not only for our customers, but our employees as well. Do you thrive in an innovative and exciting environment that’s continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus, Transparency, Diligence, Optimism, and Agility. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person’s career journey. Ceridian employees have declared Ceridian a Great Place to Work® in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada’s Top 100 Employers for the 16th consecutive year!
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Ceridian

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