Customer Care Representative

This posting is for an existing permanent full-time vacancy.

Joining our team has its advantages!

- Flexible schedule to promote work/life balance
- Telecommuting in hybrid mode
- Group insurance from the first day
- Very competitive pension plan
- Generous holiday policy
- Personal days
- Employee Assistance Program
- Free parking
- Opportunity for professional development

SUMMARY:
The Customer Care Representative communicates with customers by phone and e-mail providing information on products and services answering inquiries obtaining details and resolving customer complaints notifying customers of claim investigation results and any planned adjustments. The Customer Care Representative actively contributes to putting the customer at the heart of the companys concerns.

SPECIFIC RESPONSIBILITIES:
- Help customers understand the products and services being offered by METRO
- Answer inquiries by phone e-mail or social media helping to ensure customer satisfaction
- Promote continued customer interest in the companys products or services
- Receive and address customer concerns complaints requests and other issues
- Conduct necessary research to answer customer and internal client inquiries
- Input facts and draw up structured and concise complaints reports
- Negotiate compensation with customers
- Assist in developing tools and work processes to improve customer service quality
- Act as a back-up receptionist
- Represent Metro Ontario Customer Care in dealings with various company departments sit on committees and manage problem situations with other departments

QUALIFICATIONS:
- College certificate (Communications and/or Public Relations is preferred)
- At least 1 year experience in a Call Centre environment required
- At least 1 to 2 years experience in Customer Service
- Good communication and negotiation skills
- Proficiency in Microsoft Office
- Excellent writing skills
- Solid customer service experience with proactive problem solving
- An empathetic oriented person
- Excellent priority management
- Excellent judgement
- Good time management skills
#LI-Hybrid