Senior Customer Service Representative

Toronto, ON

Request ID: 8448-1

OpCo: Mercer

Job Title: Senior Customer Service Representative (6 needed)-Bilingual

Max Bill Rate: $27

Location: Toronto

Duration: 3/15-5/17/21

· Responds to both standard and more difficult customer inquiries regarding products and services the Company offers.

Answers, documents and monitors call center calls, emails and transactions.

Researches to respond to customer inquiries, and responds formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer.

Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries.

Documents client issues and escalates issues to appropriate parties to resolve.

Provides written and verbal feedback to colleagues in a professional manner.

· For Posting

For Posting

Responds to both standard and more difficult customer inquiries regarding products and services the Company offers.

Answers, documents and monitors call center calls, emails and transactions.

Researches to respond to customer inquiries, and responds formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer.

Requests additional/missing information from the customer via letter or telephone call to answer customer inquiries.

Documents client issues and escalates issues to appropriate parties to resolve.

Provides written and verbal feedback to colleagues in a skilled manner.

Kick-off Call:





Please ensure hours availability is included at the top of resume submitted

Standing up a new contact center within the Canadian market

French/English-written and spoken

Training start date 3/15 (8:30 am-4:30 pm EST)

6 weeks of training and then 4 weeks of support on the phones

2 new clients-one has extended hours-need evening and weekend hours

9am-11pm EST 9-5 Sat/Sun during 4 weeks of support-NEED TO BE AVAILABLE DURING THESE HOURS

Customer service/contact center experience required ( 2 plus years of call center experience)

Benefits/Insurance experience is a plus but not required

Inbound calls and email responses to customers regarding client benefit enrollment

Attendance is critical

This opportunity is remote-anywhere in Canada

Training is virtual, equipment will be shipped

Must have a private workspace-must have internet

Any potential for extension beyond May? At this time-no strictly contract through the May 17

Must be able to navigate computer systems-training will be provided, but computer know how is a must

Call Volume- at this time is an estimate (each call will take 10-15 minutes) guessing 20-25 calls per day, with lower volumes on the weekends

Scheduling (once on the contact center floor):

Hours needed to work (all times EST)- includes 30 minute unpaid lunch

Temp 1 9:00 AM – 5:00 PM Sun, M, T, -, -, F, Sat

Temp 2 9:00 AM – 5:00 PM Sun, M, T, W, -, -, Sat

Temp 3 9:00 AM - 5:00 PM Sun, M, -, -,Thurs, F, Sat

Temp 4 3:00 PM - 11:00 PM -, M, T, W, Thur, F, -

Temp 5 3:00 PM - 11:00 PM -, M, T, W, Thur F, -

Temp 6 3:00 PM - 11:00 PM -, M, T, W, Thur F,

📌 Senior Customer Service Representative (Toronto)
🏢 Axelon Services
📍 Toronto