Federation of African Canadian Economics

People Manager: No
Work Location / Market: Remote work (WFH) / FACE Office. The successful candidate will service clients in all provinces and can work from anywhere.

The opportunity:

As the FACE Customer Service Agent, you act as a key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners, providing a premium client experience in every instance.

Passionate about customer service, agile and able to pivot quickly, acts with integrity as a trusted partner to staff and clients alike from diverse backgrounds.

Reporting to the FACE Support Center Manager, the FACE Customer Service Agent will use their positive attitude and top-tier customer service skills in order to deliver on FSC Strategic Priorities and by extension FACE's Vision and Mission.

Overview of Responsibilities:

• Key point of contact for inbound client and applicant calls and inquiries, offering general advice and feedback or triaging more complex tasks/inquiries to your designated FSC partners
• Active listening skills, listening to understand, address and back-check to ensure optimal solution driven recommendations and resolve.
• Identify customer needs, taking proactive steps to maintain positive experiences.
• Explain general eligibility requirements and financial decisions to applicants.
• Escalate customer complaints and/or calls via established channels as appropriate
• Perform other duties as assigned by the leadership team.
• Provide feedback on the procedures and remain engaged with other team members.
• Log task assignments and clear and concise correspondence notes on internal CRM.
• Adhere to SLA response time for all communication / correspondence.
• Recognize opportunities to refer applicants for Ecosystem support when required.
• Demonstrate an eagerness to learn and determination to succeed.

Knowledge, skills and experience:

• Diploma in Business, or a related field is preferred.
• Minimum of two (2) years experience as a customer support specialist, or a similar customer support role.
• Bilingual - English & French with excellent communication skills (Written and Oral skills) required.
• Previous customer service and/or call center experience preferred.
• Computer savvy with ability to learn new software platforms quickly.
• Strong customer service skills, and willing to assist in a professional, friendly and efficient manner.
• Highly organised and results driven.