Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
About the role
- Customer Service Representative providing inbound/outbound support for Centah’s contact center. Ensuring customer satisfaction and managing interactions in a fast-paced environment.
Responsibilities
- Answer incoming calls and respond to customer’s requests
- Ability to work in a fast paced environment.
- Book appointments for members with a high degree of data accuracy
- Maintain excellent written and verbal communication skills on a consistent basis
- Identify and escalate issues to supervisors
- Responsible for adapting to fast changing guidelines with customers
- Informs clients by explaining procedures; answering questions; providing information
- Maintains and improves quality results by adhering to standards and guidelines
Requirements
- High school graduate or G.E.D.
- Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
- Excellent oral and written communication skills
- Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
- Ability to type at least 25 words per minute is preferred
- Experience in providing exceptional customer service and maintaining established quality requirements
- Must be able to pass a background check
- Must be fluent (speaking/reading/writing) in both English and in Standard French (Standard French only, not French Creole)
Benefits
- Opportunity to continue working from home in our post-pandemic workplace
- Eligible for Medical, Dental, and Vision after 60 days of continuous employment
- $15,000 Life Insurance (Company Paid)
- 401K plan eligibility after 1 year of service w/company match of up to 4%
- Paid Time Off - Earn 10 days per year after 90-day probationary period
- $200 Monthly Incentive Bonus Plan
- Weekly/monthly gift card drawings/contests for meeting goals
- Career learning and development programs
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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