Role overview

About the Opportunity
A fast-growing customer experience innovator in the Canadian remote services sector, we empower clients across retail, fintech, and telecom with seamless, human-centered support solutions. Our team delivers premium customer care through scalable, tech-enabled remote operations—blending empathy, efficiency, and digital fluency to drive satisfaction and loyalty for North American brands.

Role & Responsibilities

Handle inbound customer inquiries via phone, email, and chat—resolving issues accurately and within SLA targets.
Upsell or cross-sell relevant products and services using approved scripts and CRM guidance.
Log interactions, update customer records, and escalate complex cases to supervisors using internal ticketing systems.
Adhere strictly to compliance protocols, privacy standards, and brand voice guidelines in every customer interaction.
Participate in daily huddles, weekly coaching sessions, and quarterly performance reviews to refine skills and KPIs.
Meet or exceed productivity, quality, and customer satisfaction metrics consistently during scheduled shifts.

Skills & Qualifications

Must-Have

Zendesk
CRM software
Phone etiquette
Call center KPIs
Active listening
Conflict resolution
Microsoft Office Suite
Canadian English fluency

Preferred

Experience with sales scripts
Familiarity with VoIP platforms
Previous remote work discipline

Benefits & Culture Highlights

100% remote work with flexible scheduling across Canadian time zones.
Performance-based bonuses + monthly wellness stipend for home-office setup.
Clear path to team lead or specialist roles with internal upskilling programs.