Job Description

One of government clients is looking for a Call Center Customer Care Specialist
Length: 13.5 months contract, with a strong possibility of extension
Location: Sault Ste. Marie, Ontario (Hybrid)
Hybrid Policy: Post training, the candidates are required to work alternative weeks in office
Interview & Training: in office
Hours of work: Ability to do Shiftwork in a 24 x 7 environment (a variety of rotating shifts) Monday to Sunday. (including holidays). No exceptions nor flexibility.
Overtime possibility: Yes
Pay Rate: $23/hr

Work Environment: Hybrid Model - a blend of in-office and remote work from home. Candidates are required to have a suitable (private) work-from-home space with a reliable internet connection and the ability to occasionally work in-office.

\'The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !\'

Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to talent@teamrecruiter.com

Please mention the job title above in the subject line
The recruiter in charge of this role is San Thangarajah

After you have submitted your resume via e-mail please complete the application for this specific job by clicking \'Submit Your Resume for this Job\' at the bottom of this page to match your resume to the job.

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If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire.
Requirements:
Important: Successful completion of the Phase 1 CSR Training Program and Phase 2 Job Shadow Stage is a requirement to advance to the Phase 3 regular full time employment category of this role.

ROLE MANDATE:
Establish quality customer support for customers and address inquiries in a manner that aligns with our client\'s customer-centric values.

ROLE RESPONSIBILITIES INCLUDE (but are not limited to):
Create great customer experiences at every interaction to establish a strong customer-centric brand
Connect and support customers via phone, live webchat and email
Document and record all customer interactions in order to monitor and analyze customer experiences
Develop and maintain knowledge of all products, services and promotions to ensure customers receive accurate information
Develop and maintain knowledge of all procedures to ensure compliance with organizational privacy, information and risk protocols
Serve as the primary point of contact for questions from players, potential customers and members of the public regarding products, services and promotions to support in optimizing their value from offerings
Offer advice and guidance on products, services and promotions to enhance the player\'s interaction and value-add from offerings
Escalate player inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities
Qualifications:
KNOWLEDGE & EDUCATION:
University degree or college diploma in relevant field or equivalent work experience
Understanding of gaming, entertainment, or other similar industries

EXPERIENCE:
2 years\' experience in customer service
2 years\' experience in working in complex, challenging environments

CRITICAL SKILLS:
Customer service skills
Communication and interpersonal skills
Strong speaking and writing skills (English)
Problem solving and troubleshooting skills
Knowledge of Microsoft applications, internet, and proficient keyboarding skills

OTHER REQUIREMENTS:
Bilingual in French is an asset
Work in 24/7/365 operations
Shift work, holiday and weekend work required

Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply!

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We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.

Please note: Adherence to our end client\'s vaccination policy is a requirement

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