• CUSTOMER CARE SUPPORT AND TRAINING AGENT

    ID
    2018-1398
    Location: State/Province
    QC
    Category
    Sales
  • Description

    Are you seeking:

    • A fast-paced, innovative work environment where your hard work is valued and appreciated?
    • A warm, friendly, team employee culture?
    • To work in the heart of downtown Montreal, close to Metro McGill and easily accessible by public transport

     

    PURPOSE

    The Customer Care Support &Training Agent will be responsible for providing support to the sales and customer service department in the following cross functional areas:

     

    KEY RESPONSIBILITIES AND ACCOUNTABILITIES

    The responsibilities of this position include, but are not limited to the following:

     

    Help Desk

    • Resolve customer issues that required escalation
    • Grant extension on payments
    • Provide guidance to CSR’s and answer their questions regarding products and policies
    • Act as back-up Supervisor when required

     

    Quality Assurance

    • Monitor and grade calls according to the quality grid
    • Provide ongoing feedback and coaching according to established call grid
    • Ensure that each new process or sales approach is rolled out effectively with a support element that will need to be monitored and included in the quality grid

     

    Training

    • Create a training program for any new processes or products
    • Use creativity and technology to maintain and update training program
    • Train new hires for the call center as well training of new products, services, or policies
    • Create and maintain training tests and activities to ensure retention of knowledge
    • Create workshops to ensure excellent CSR product and policy knowledge

     

    Continuous Sales and Customer Service Process Improvement

    • Work towards continuing to define and simplify all customer service processes
    • Communicate and support of new product and procedure training
    • Create and grade monthly Product Knowledge quizzes

    ESSENTIAL FUNCTIONS AND TASKS

    • Be on the floor with CSRs coaching, aiding and supporting
    • Organize work week to best support the customer service agents
    • Train, test and follow-up with CSRs to ensure quality of interactions
    • Deal with customer problems as they arise
    • Make sure that all policies, procedures and standards are being followed with CSR staff
    • Compile reports and information required by management
    • Proactive in seeking out solutions to issues in department
    • Other tasks as required

    REQUIRED SKILLS AND COMPETENCIES

    • Excellent English and French written and verbal communication skills
    • Knowledge of precious metals and the current financial markets (an asset)
    • Strong negotiation skills
    • Ability to prioritize and handle multiple tasks
    • Creative problem solving, anticipating the unexpected and having solutions readily available
    • Proactive and impeccable communication standards
    • Ability to solve complex problems
    • Work under pressure
    • Effectively multi-task while maintaining professional behavior
    • Ability to accomplish goals and objectives on time & with a focus on quality
    • Strong presentation skills

    TECHINICAL / PROFESSIONAL COMPETENCIES

    • College degree in either Finance, Accounting or Economics (an asset)
    • Fully proficient with MS Office and basic computer skills. Knowledge of Navision and Confluence an asset
    • 3+ years of experience as a Customer Service Representative
    • 2+ years of customer service and/or sales training in a call center environment

    GENERAL OR PERSONAL COMPETENCIES

    • Strong time management skills
    • Team player with strong interpersonal skills
    • Attention to detail in a fast-paced environment
    • Ability to adapt to change
    • Positive and energetic attitude
    • Passionate about learning
    • Possess good judgment, quick thinking

    We thank all applicants however only the selected candidates will be contacted

     

     

    About Kitco

     

    At Kitco, excellence is neither an occurrence nor an achievement, but an ongoing pursuit that leads to success. Since 1977, we have delivered a wide range of precious metal products and services to our customers and we are proud to have offices located worldwide including, Canada, United States and Hong Kong.

     

    We believe in our employees and their capabilities and we encourage them to discover opportunities for growth and further their success.

     

    For more information we invite you to visit our corporate website at: https://careers-kitco.icims.com/jobs/intro

     

     

     

     

     

     

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