Job Description
Stafford Communications is uniquely different. We provide Call Centre, Consulting and Marketing Services to our clients. We handle customer contacts on behalf of some the nation’s most prominent brands. Our business model features a robust quality and compliance consulting practice that helps companies optimize their own internal business service centre operations. As experts in regulated industries, we help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences.
We offer a comprehensive and competitive benefits package to assist employees and their families to be healthy, feel secure and maintain work/life balance. We provide eligible employees the option to enroll in our health and dental benefits after 30 days of employment.
Our Business Service Centre is located in Rothesay, New Brunswick where we have several customer service opportunities available. We also promote remote agents throughout the Province of New Brunswick.
Come Join Us!
The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, email, chat and social media. The ideal candidate will possess strong multi-tasking skills while working on several programs simultaneously and ensuring our client contractual agreements are met. Our Business Service Centre provides extraordinary service and the Representative must be energetic, friendly, skilled and committed.
KEY RESPONSIBILITIES:
· Answer incoming phone calls and respond to written communication.
· Provide product information and make recommendations based on consumer’s needs.
· Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
· Continually maintain working knowledge of all company products, services, and promotions.
· Log customer and contact information using various Client Relationship Management (CRM) tools
QUALIFICATIONS:
· An outgoing personality, with excellent interpersonal and relationship management skills.
· Excellent verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
· Ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information.
· A technical background to assist with software issues is a strong asset.
· Ability to work between the hours of 9AM and 7PM Atlantic Time, Monday to Friday including Canadian holidays.
EDUCATION and/or EXPERIENCE:
· Post secondary education preferred with minimum of 1 year customer service experience.
· Strong computer experience working on multiple software programs.
· Consultative customer service skills: ability to analyze a customer’s situation and present a solution.
· Bilingual (EN/FR)
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Secondary School (preferred)
Experience:
- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)
Shift availability:
Work Location: Remote
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