Customer Support Technical Specialist II
Ceridian
About the opportunity
As a Customer Support Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call centre. You will provide consistent quality of customer service and support on Ceridian Powerpay HCM’s products and services.
What you’ll get to do
- Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
- Use decision-support computer software programs to respond to common service questions and inquiries
- Position entails a high amount of customer interaction over the phone
- Ensure that customers understand the resolution and provide on-going education to customers
- Listen attentively to customer needs and concerns; demonstrate empathy
- Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner
What’s in it for you
- Encouragement to be the best version of yourself at and away from work:
- YOUnity diversity and inclusion programs
- Amazing time away from work programs
- Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
- Recognition for your contributions through excellent pay, perks, and rewards
- Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
- Opportunities to fuel your career growth through numerous internal and external programs and events
Skills and experience we value
- 2+ years customer service
- Familiarity with computers and telephone etiquette
- Computer Literate (MS Word, Excel, PowerPoint, Outlook)
- Ability to handle escalated/difficult situations
- Active listening skills
- Extensive customer service experience
- Ability to multitask
- Results-oriented drive
- Problem-solving skills
- Time Management and prioritization
- Analytical and Reporting Skills
What would make you really stand out
- Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training)
- Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays
- Willingness to work during MAU holidays
- Very good command of oral and written English and FRENCH
- Exhibiting patience and confidence
- People/culture sensitivity
- Advanced soft skills: exactness, positivity, empathy and common sense
- Ability to thrive in a fast-paced working environment
- Be an effective, active and engaged team member
- Quality interactions; all day/every day