Customer Service Representative II

Toronto, ON

Customer Service Representative II Toronto, ON 3 - 6 Months Overview: The Customer Care Representative is a key liaison between our plan members, administrators, consultants, and clients. The representative will communicate with impact, apply critical thinking, and strive to provide world-class service within a fast-paced workplace. This role is accountable for resolving inquiries relating to pension plans, plan administration, employee benefits, websites, and other targeted communications.

Job Responsibilities: Answer inquiries either by telephone or electronically in a timely manner Perform dependent verification audit on forms received from plan members Assist to reset passwords for pension websites Locate member record in the system and create service ticket to document case information in detail Obtain and evaluate all relevant data to handle inquiries or complaints Resolve problems and fulfill requests by researching and exploring answers or alternative solutions Escalate unresolved problems to appropriate contact for resolution. Make outbound and follow-up calls where necessary Maintain databases and close service ticket upon completion Report system malfunctions, process deficiencies,



and customer feedback in order to improve the overall customer experience.

Job Requirements: At least 3 years of customer service experience (within a call centre environment is preferred) Bilingualism (English and French) is a must Knowledge of customer service principles and practices, including how to deal with sensitive confidential information Ability to demonstrate a strong customer focus, build and maintain productive relationships, and maintain a professional attitude at all times Active listening and effective communication skills, both verbal and written Critical reasoning and creative problem-solving skills Ability to work well both independently and in a team environment Ability to learn quickly and continuously strive to acquire and develop relevant knowledge Ability to multitask and work on multiple projects simultaneously Proficiency with Microsoft Office (specifically Excel and Outlook) and digital fluency Flexibility in working hours (no weekends or holidays), workloads, and types of projects General knowledge within the areas of registered pension plans, benefits, employee records, and other HR specialities is an asset Punctuality and reliability

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