Description
Customer Support Agent
3 month contract + extensions
Remote – Flexible 40 hour work week – must be okay working one day on the weekend
Rate: 20/hour + benefits + 4% accrued vacation pay
Required Skills & Experience
• Exceptional communication and customer service skills
• Owns a laptop and has a designated workspace at home
• Strong affinity for technology and applications
• Proficiency in written and verbal English
• Bilingual – French and English is ideal
• Availability to work one weekend day and overtime if necessary
• Experience with Microsoft Office
• Resourceful, self-starter and self-motivated
• Problem solver, thinking quickly and creatively to resolve issues.
Adaptable and quick to learn new systems and processes in dynamic work environments.
Nice to Have Skills & Experience
• Experience in loyalty programs, including guest handling
• Background in analytics, technology, live chat, phone lines, or IVR
Certificate or diploma preferred
• Experience in Hospitality and/or guest care
Job Description
We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email, addressing a variety of issues, while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts.
Responsibilities
• Answering guest care tickets via email or social media.
• Resolving an average of 300 tickets per week, average of 7 per/hour
• Offering solutions and following up to ensure resolution of guest requests – reaching CSAT of 80%
• Identifying high risk complaints and escalating through the appropriate procedure to supervisors.
• Adhering to guidelines, escalation procedures, and tagging system.
Meeting performance metrics as productivity, quality, reply time and customer satisfaction.
