Customer Service Representative

Summary

Join New Era Technology's team as a Customer Service Representative, specializing in inbound calls for the Group Savings & Retirement sector. You will provide exceptional customer service by attentively listening, building trust, and offering tailored solutions. This role requires fluency in French and English, and a commitment to exceeding customer expectations. The position involves handling participant inquiries, assisting with transactions, providing general information, and escalating complex issues to specialists. A five-week paid training program is provided, and the work environment is remote with flexible hours.

Requirements

• Excellent interpersonal and communication skills
• Analytical thinking, initiative (Passion)
• Compliance with standards and deadlines (Respect)
• Protecting confidentiality (Honesty)
• Attendance and punctuality (Respect)
• Quality-focused, responsible, organized, able to prioritize (Engagement)
• Team player (Collaboration)
• High School diploma (Minimum)
• 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus
• Fluent in French and English (spoken and written)
• Excellent communication skills, active listening, customer service experience, problem solving abilities, time management, computer literacy, teamwork
• Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute

Responsibilities

• Respond to participant inquiries about their employer-sponsored savings and retirement plans
• Assist clients with transactions (withdrawals, deposits, retirement rollovers)
• Provide general information about the organization
• Refer clients to specialists when needed
• Receive, understand, resolve complaints, and offer solutions
• Provide support and guidance while complying with internal policies
• Perform additional related tasks as assigned by the Service Manager
• Maintain strong client relationships through follow-up
• Identify and suggest improvements to enhance our services
• Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.)

Preferred Qualifications

Financial or savings product knowledge is an asset

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• Remote