Customer Service Representative

at Arvato Digital Services

Kitchener, ON

Posted on Oct. 1, 2017

Full Time



Company Summary
Arvato Digital Services is one of the world's largest mass media companies and also active in the service sector and education. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Job Description:
The role of this position is to perform accurate and efficient call center functions for a Virtual Bank's customers involving the handling and processing of administrative accounts, bank accounts, customer inquiry, and other administrative client processes as requested. This position works with other team members to ensure that daily workload of center is completed.

Education requirements• Minimum high school diploma or equivalent

Experience requirements• 6 mos. - 1 year call center or customer service experience
• Demonstrated problem solving skills and decision making skills.
• Effective time management and organizational skills.
• Experience in Windows and Internet-based environment required.
• Previous banking experience will be considered a plus.

QualificationsPerformance Requirements:

Knowledge, Skills & Abilities:
• Customer oriented attitude
• Typing speed 40-50 WPM
• Problem solving and resolution skills
• Basic internet navigation and website usage
• Basic computer literacy
• Email correspondence skills
• Strong communications skills - written and oral
• Good organizational and team work skills
• Conflict management skills
• Experience with call center technologies
• Experience working in a Financial/Banking industry an Asset.
• Proven sales, cross-selling, and up selling experience.
• Ability to work in a fast paced environment.
• Demonstrates excellent verbal and written communication skills.
• Computer proficiency and knowledge of how and when to use reference material and online information.
• Demonstrates phone etiquette.
• Works well in a team environment.
• Communicates effectively with customers to gather information.
• Must be flexible to work all shifts.
• Maintain regular and acceptable attendance at such level as is determined in the employer’s sole discretion.
• Maintain strict confidentiality with customer account information.
• Treat clients and customers in a professional and courteous manner.
• Has good knowledge of computer applications and processes including mainframe applications.
• Complete work without errors.

Performance Measurements
• Meet metrics for acceptable work performance as determined by supervisor and operations manager
• Accurately and promptly, complete additional assignments as directed.

ResponsibilitiesGeneral Duties (Includes but is not limited to the following):
• Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
• Track and document customer contacts into customer relationship management applications and systems
• Obtain and verify information by phone, using professional and courteous phone techniques.
• Respond to customer calls regarding account status.
• Record action taken on each account by typing clear, concise comments into computer.
• Complete work within established time guidelines and metrics.
• Request assistance from a Supervisor whenever necessary.
• When circumstances dictate, communicate with appropriate offices for follow up.
• Maintain strict confidentiality with customer account information.
• Keep abreast of client developments affecting customer service by reading daily updates.
• Provide billing information.
• Focus on retaining customer business.
• Educates customer about products, services and policies
• Troubleshoot customer service issues.
• Performs other related duties.
• Handle, research, and resolve any type of phone and email inquiries/requests from customers
• Complete any follow-up work related to customer inquiries
• Answer general questions, provide education, and offer service to customers in a professional and courteous manner
• Conduct self evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
• Adhere to current understanding of policies and procedures, new products and processes of company and customer service center
• Participate in team meetings and contribute ideas to dept for the improvement of the team or improvement of the work process
• Maintain acceptable attendance and punctuality. Follow strict policy and procedures for communicating any changes and preferences in schedule to Supervisor
• Support additional duties as necessary in high volume or promotional periods in service center
• Meet productivity and quality performance expectations as established by customer service management
• Setting up new accounts for customers, including helping to explain the differences in our products, and identifying customer needs.
• Address and resolve customer questions/issues with a goal of 100% first call resolution
• Relay customer insights for continuous improvement

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