This position is for an established and productive support staff in Customer Service, who works on routine tasks under moderate supervision. He or she provides basic support to clients by responding to customer inquiries and answering, documenting, and monitoring call center interaction.

English only/Uni-Lingual

Overview

The Toronto Contact Centre is proud to be the sole contact centre in Canada providing communications support to all lines of business and operating companies in North America. We are the face of the company and a representation of our clients to their employees. Team-focused, transparent, flexible, process driven, and striving for continuous improvement best describe our team culture.

The Customer Service 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 environment. This role is accountable for resolving inquiries relating to pension plans, plan administration, employee benefits, websites, and other targeted communications.

Responsibilities

- Answer inquiries either by telephone or electronically in a timely manner.
- Locate member record and perform member verifications.
- Obtain and evaluate all relevant data to handle complaints, comments, or inquiries.
- Assist to reset passwords for pension websites.
- Process administrative requests and applicable forms.
- Escalate unresolved problems to appropriate contact for resolution.
- Create service tickets and document case in detail.




- Maintain databases and close service tickets upon completion.
- Perform outbound and follow up calls where necessary.
- Report system malfunctions, process deficiencies, and customer feedback in order to improve the overall customer experience.
- Monitor outstanding issues, update call handling procedures, manage special projects, and train peers, as required.

Qualifications

- At least 3 years of customer service experience, within a call centre environment is preferred.
- Knowledge of customer service principles and practices.
- Good data entry and typing skills.
- Proficient in using Microsoft Office (specifically MS Excel and Access) and Internet, with the ability to learn new software quickly.
- Bilingualism (English and French) is a must.
- General knowledge within the areas of registered pension plans, benefits, employee records, and other HR specialities is an asset.
- Post-secondary education is an asset.

Key Competencies

- Strong customer focus with a professional attitude at all times.
- Active listening and effective communication skills – specifically, the ability to articulate complicated concepts into straightforward language for an average person to understand.
- Performs both independently and in a team environment.
- Quick learner and continuously strives to acquire and develop relevant knowledge.
- Adheres to process with good judgment.
- Ability to multitask and works on multiple projects simultaneously.
- Must demonstrate sensitivity towards confidential information.
- Problem solver who pays attention to details and accuracy.
- Flexible in working hours (no weeken

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