Job Description
Welcome to Nexus Support Systems, where we are redefining customer excellence through innovation and empathy. We are currently seeking a dedicated and professional Customer Service Representative to join our dynamic team in Toronto. In this pivotal role, you will serve as the voice of our brand, ensuring our clients receive world-class support that fosters loyalty and drives business growth.
Why You’ll Love Working Here:
- Competitive Compensation: Enjoy a salary between $55,000 and $75,000 CAD plus performance bonuses.
- Flexible Work Environment: Hybrid model offering the perfect balance of in-office collaboration and remote flexibility.
- Professional Growth: Access to continuous training programs and clear pathways for career advancement.
- Comprehensive Benefits: Health, dental, and vision insurance, as well as a generous retirement plan.
If you have a passion for resolving complex issues and a knack for building lasting relationships, we want to hear from you.
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Assist customers with product inquiries, account management, troubleshooting technical issues, and processing returns or exchanges.
- Maintain accurate and detailed records of all customer interactions within the CRM system (Salesforce/Zendesk).
- Identify and assess customers' needs to achieve satisfaction while adhering to company scripts and quality standards.
- Escalate complex issues or unresolved complaints to the Senior Management Team or Technical Support department promptly.
- Cross-sell and upsell relevant products and services to enhance the customer experience and meet sales targets.
Qualifications
- Minimum of 2 years of proven experience in a customer service or call center environment.
- Excellent verbal and written communication skills in English; bilingualism is a strong asset.
- Proficiency in using CRM software and Microsoft Office Suite (Excel, Outlook).
- Strong problem-solving abilities and the capacity to remain calm under pressure.
- High school diploma or GED required; post-secondary education in Business or Communications is preferred.
- Ability to work a flexible schedule, including evenings and weekends, as required by business needs.