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Customer Service Representative

Serefin is seeking an experienced Customer Service Representative to join our team.

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Role Profile

We are currently seeking a Customer Service Representative to join our Contact Centre who will work remotely. This exciting and challenging role is the first point of contact for customers’ inquiries through various communication channels such as voice, email, webchat and social media. You will provide our clients’ customers an exceptional level of service offering accurate and timely responses in adherence to internal call quality standards. Making outbound calls may be required as well. Our ideal candidate is a team player with excellent verbal and written skills in both English and French and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service.

What is your day going to look like?

  • Maintain schedule adherence including start time, breaks and mealtime
  • Read the latest emails, messages and agent alerts for any important updates
  • Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding
  • Ensure personal adherence to own internal call quality standards/QA scores and KPI requirements
  • Participate in short refresher coaching sessions during your shift when possible and which may include role playing and question and answer sessions
  • Engage with manager/supervisors and colleagues throughout the day with any questions or concerns ensuring high quality customer interactions every time
  • As time permits, work on other duties assigned such as making follow-up calls or working on a special project
  • When possible, participate in team building games and activities

Scope of Role

  • Handle incoming omnichannel customer interactions through meaningful exchanges to understand their needs and accurately addressing questions, issues, complaints and inquiries relating to client services and/or products in a positive, supportive and timely manner
  • Effectively document and annotate client interactions, process and/or modify appointment transactions and assist with navigational questions
  • Securely handle client data according to privacy guidelines and government and company policies and recommend solutions that align with confidentiality and privacy standards
  • Collaborate with, and learn from, our experienced team of managers, supervisors and customer service representatives to deliver an exceptional service experience and enhance your program knowledge
  • Cross sell products and/or services during calls where applicable
  • Be responsible for personal quality assurance scores, meeting KPI requirements and own schedule adherence
  • Participate in special projects related to client requests
  • Other duties as may be assigned

Required Experience

  • 1+ years experience in a contact center would be an asset, not required
  • 1+ years proven customer service experience in any industry preferred
  • Computer knowledge including advanced Microsoft Office Suite skills and working knowledge of internet, mobile and tablet applications
  • Excellent communications skills both verbally as well as written
  • Calm, positive, pleasant and empathic demeanor
  • Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
  • Excellent inter-personal, communication and effective listening skills with the ability to foster strong relationships across a wide range of personalities in a diverse setting
  • Detail-oriented and focused
  • Previous experience with Five9, Verint and Salesforce software an asset
  • Varied shifts, flexible full-time schedule from Monday – Friday 9am-9pm

Please email your resume to