Responsibilities:
• Assist clients in a high-volume, high-pressure contact center environment,
ensuring optimal delivery of products, services, and information to members and
clients of STO.
- Provide information and respond to client inquiries either by answering in-bound
calls, e-mails or in-person (front counter) and making outbound calls.
- Listens to clients to obtain all the necessary information, analyzes their needs,
and responds promptly and appropriately.
- Meets specific performance targets through use of superior client service skills.
- Responds to queries and complaints in a professional, courteous manner and
provide referrals to appropriately address requests for further information.
- Prepares, maintains and analyzes records in computer systems as well as
complete the call report and logs, and research issues in a timely fashion.
- Use problem-solving skills to handle difficult or challenging client service needs,
resolve conflicts, and make decisions.
- Participate in special projects for process and system improvements in the Client
Service Centre.
- Works collaboratively with stakeholders, partners and colleagues in other
departments to ensure a seamless interface with members and clients.
- Provides coverage at reception when required.
- Other duties as assigned.
Qualifications:
• Relevant years of experience working in a call centre environment.
- Basic computer knowledge (Windows-based systems and internet navigation).
- Ability to be flexible and adaptable to handle client contacts across a number of
channels including telephone, email and in-person.
- Knowledge of client services best practices, theories and principles.
- Knowledge of the programs, services and organizational structure of STO.
- French Language skills are an asset.
Skills Include:
- Superior multitasking abilities.
- Oral communication skills and techniques to effectively serve clients.
- Flexibility to work between 7 a.m. and 7 p.m. and potentially evenings and
weekends, based on future need.
