Responsibilities

• Answer incoming calls promptly and professionally, addressing customer needs such as registration, housing, and general inquiries.
• Initiate outbound calls for various campaigns, adhering to established protocols.
• Provide accurate and timely information to clients, delegates, and exhibitors via phone, email, and live chat.
• Document all customer interactions and transactions according to standard procedures, identifying trends and escalating issues to management as needed.
• Recognize and capitalize on upselling opportunities to enhance customer experience and company revenue.
• Maintain proficiency in utilizing software, databases, and tools required for efficient customer service delivery.
• Collaborate with team members to ensure consistent adherence to call center metrics and service standards.
• Perform other duties as assigned by management.

Requirements

• High school diploma or equivalent; CEGEP/college degree preferred.
• 1-3 years of experience in a call center or customer service environment.
• Proficient knowledge of customer service principles and practices.
• Strong computer skills, including proficiency in MS Office and other relevant applications.
• Excellent data entry and typing skills (40-60 WPM).
• Bilingual proficiency in English and French or English and Spanish.
• Superior verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Service-oriented mindset with exceptional active listening skills.
• Strong team player with a willingness to assist others.

Desired Skills

• Patience and friendliness in interacting with diverse customers.
• Ability to troubleshoot issues and provide clear directions.
• Flexibility and adaptability in a fast-paced environment.
• Knowledge of telephone etiquette and proper call-handling procedures.
• Excellent time management and stress management skills.
• Experience with computer applications such as Atlassian and data entry software.