Verified Job
Customer Support / TeleCaller
Customer Service Centre Representative
Customer Support / TeleCaller
#715181
Remote / WFH
TC Transcontinental
Job Description
Overview:
Create value at TC Transcontinental.
At TC Transcontinental, we've got it made, and that's because of the expertise of our team.
We have been driving innovation since 1976.
Founded 50 years ago and 4,000 employees strong, Transcontinental Inc. (TSX: TCL.A TCL.B), known under the TC Transcontinental brand, is a Canadian retail marketing services company, Canada's largest printer, and the Canadian leader in French-language educational publishing. Driven by the vision of a more informed, educated and prosperous society, TC Transcontinental propels its clients' success across the retail, education, book and information industries. With agility, creativity and boldness, we design and deliver innovative, high-value products and services.
We are looking for a Customer Service Represetative responds to telephone and email inquiries from stores and central office regarding store level marketing and customer programs, marketing related issues, and other customer service-related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction
The salary range for this position is $43,000 to $54,000 per year, commensurate with experience, education and internal equity. This range is provided to ensure clarity and promote equitable access to employment opportunities.
Responsibilities:
When your actions lead to success:
Responds to calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) – need to add Call drivers and may want to make changes to some metrics.
Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
Attends team huddles to receive current updates on issues, concerns and promotions.
Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement – you will need to rework for your needs.
Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
Accountable for personal statistics plus team goals (wait time and abandon rate).
Work overtime as required.
Work as part of a team, follow and adhere to Transcontinental’s code of ethics and participate in the Continuous Improvements efforts.
Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures.
Work in compliance with the Occupational Health and Safety Act of ontario, the Workplace Safety Insurance Act and all other applicable legislated environmental, health and safety regulations.
Support and contribuite to a healthy and safe environment by following all woprkplace regulations, policies and initiatives,including reporting all first aid injuries, accidents, and workplace hazards.
Qualifications:
When your expertise drives us:
Post-secondary education completed.
Minimum 2 years of relevant Customer Service experience, in a fast-paced environment.
Must be fluent in English with the ability to communicate effectively and professionally with customers and employees.
French proficiency is an asset.
Supply Chain Management experience is an asset.
Excellent attention to detail and a high level of accuracy.
This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects.
Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
Provides routine information to coordinate the assignments and work procedures of others.
Professional manner, tact, diplomacy and discretion in dealing with store level and central office including senior management.
Adaptable to set and prioritize work with varying exceptions.
Able to work with diverse personalities and styles.
Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
Communicates well in writing (i.e. e-mail) by composing clear documents.
When benefits really help you live better:
We offer a comprehensive and flexible benefits package designed to support your well-being and help you thrive—at work and at home. Our offerings include:
Competitive compensation with performance-based incentives and retirement savings plans with company match
Customizable group benefits including health, dental, life, disability, and travel insurance
Paid time off
Employee perks such as discounts on insurance, wireless plans, travel, and more
Career development opportunities
A dynamic, inclusive work environment where your voice matters and your growth is supported
EEO
TC Transcontinental is committed to fair, transparent, and equitable hiring practices. We disclose that no artificial intelligence (AI) tools or automated decision-making systems are used in our recruitment or selection process.
Create value at TC Transcontinental.
At TC Transcontinental, we've got it made, and that's because of the expertise of our team.
We have been driving innovation since 1976.
Founded 50 years ago and 4,000 employees strong, Transcontinental Inc. (TSX: TCL.A TCL.B), known under the TC Transcontinental brand, is a Canadian retail marketing services company, Canada's largest printer, and the Canadian leader in French-language educational publishing. Driven by the vision of a more informed, educated and prosperous society, TC Transcontinental propels its clients' success across the retail, education, book and information industries. With agility, creativity and boldness, we design and deliver innovative, high-value products and services.
We are looking for a Customer Service Represetative responds to telephone and email inquiries from stores and central office regarding store level marketing and customer programs, marketing related issues, and other customer service-related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction
The salary range for this position is $43,000 to $54,000 per year, commensurate with experience, education and internal equity. This range is provided to ensure clarity and promote equitable access to employment opportunities.
Responsibilities:
When your actions lead to success:
Responds to calls and emails to provide first level customer service for store and customers, resolves issues in a prompt and efficient manner and escalates issues as required.
Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) – need to add Call drivers and may want to make changes to some metrics.
Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
Attends team huddles to receive current updates on issues, concerns and promotions.
Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement – you will need to rework for your needs.
Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
Accountable for personal statistics plus team goals (wait time and abandon rate).
Work overtime as required.
Work as part of a team, follow and adhere to Transcontinental’s code of ethics and participate in the Continuous Improvements efforts.
Fully understand and adhere to all relevant Environmental, Health and Safety, Human Resources, Quality, Security and Company policies and procedures.
Work in compliance with the Occupational Health and Safety Act of ontario, the Workplace Safety Insurance Act and all other applicable legislated environmental, health and safety regulations.
Support and contribuite to a healthy and safe environment by following all woprkplace regulations, policies and initiatives,including reporting all first aid injuries, accidents, and workplace hazards.
Qualifications:
When your expertise drives us:
Post-secondary education completed.
Minimum 2 years of relevant Customer Service experience, in a fast-paced environment.
Must be fluent in English with the ability to communicate effectively and professionally with customers and employees.
French proficiency is an asset.
Supply Chain Management experience is an asset.
Excellent attention to detail and a high level of accuracy.
This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects.
Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
Provides routine information to coordinate the assignments and work procedures of others.
Professional manner, tact, diplomacy and discretion in dealing with store level and central office including senior management.
Adaptable to set and prioritize work with varying exceptions.
Able to work with diverse personalities and styles.
Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
Communicates well in writing (i.e. e-mail) by composing clear documents.
When benefits really help you live better:
We offer a comprehensive and flexible benefits package designed to support your well-being and help you thrive—at work and at home. Our offerings include:
Competitive compensation with performance-based incentives and retirement savings plans with company match
Customizable group benefits including health, dental, life, disability, and travel insurance
Paid time off
Employee perks such as discounts on insurance, wireless plans, travel, and more
Career development opportunities
A dynamic, inclusive work environment where your voice matters and your growth is supported
EEO
TC Transcontinental is committed to fair, transparent, and equitable hiring practices. We disclose that no artificial intelligence (AI) tools or automated decision-making systems are used in our recruitment or selection process.
