Job Title : CUSTOMER SERVICE REPRESENTATIVE
Company: KILONEWTONS ⭐
Location: Toronto, Canada 🇨🇦
Experience: 5+ Years in Customer-Facing Roles 💼
Are you a people-person who thrives on solving problems and creating happy customers? KILONEWTONS is looking for an empathetic and driven Customer Service Representative to be the hero of our customer experience team in Toronto!
You will be the vital link between our company and our valued clients, ensuring every interaction is positive, productive, and professional. If you are a master communicator who loves turning challenges into successes, we want to hear from you. 🤝
Key Responsibilities 🎯
- Customer First Point of Contact: Provide exceptional, friendly, and efficient service to customers via multiple channels, including phone, email, and live chat. 📞✉️
- Issue Resolution: Diagnose customer issues, provide accurate information, and offer effective solutions in a timely manner, aiming for first-contact resolution.
- Product & Service Expert: Develop a deep understanding of KILONEWTONS’s products/services to answer questions, provide guidance, and make informed recommendations.
- CRM Management: Accurately log all customer interactions, queries, and actions taken in our Customer Relationship Management (CRM) system.
- Feedback Loop: Act as the voice of the customer by collecting and relaying feedback, trends, and insights to relevant internal teams to help improve our products and services.
- Order Processing: Assist with order entry, account updates, billing inquiries, and tracking the status of customer requests.
- Team Collaboration: Work closely with the sales and technical teams to ensure a seamless customer journey from inquiry to support.
Must-Have Skills & Software 🛠️
- 5+ years of proven experience in a customer service, client support, or call center role.
- Communication Skills: Outstanding verbal and written communication skills in English. The ability to explain complex information clearly and simply is essential.
- Software Proficiency: Hands-on experience with CRM software (e.g., Zendesk, Salesforce, HubSpot Service Hub, or Freshdesk).
- Tech-Savvy: Strong skills in Microsoft Office Suite (especially Outlook and Word) and the ability to quickly learn new proprietary software.
- Problem-Solver: A natural aptitude for active listening, troubleshooting, and de-escalating situations with patience and empathy.
- Team Player: A collaborative spirit with a positive, can-do attitude, even on busy days.
Nice-to-Have Skills 🌟
- Proficiency in a second language, particularly French.
- Experience using a help desk ticketing system to manage and prioritize support cases.
- Previous experience in a B2B (Business-to-Business) customer service environment.
- Knowledge of basic social media monitoring for customer engagement.
What We Offer 💝
- Competitive Compensation: A competitive salary, performance-based bonuses, and a comprehensive benefits package.
- Career Development: Clear paths for advancement into senior CSR, team lead, or training specialist roles. 📈
- Positive Culture: A supportive, collaborative, and rewarding team environment where your contributions are valued.
- Modern Tools: Top-tier technology and software to empower you to do your best work.
- Work-Life Balance: A stable schedule with opportunities for flexible arrangements.
We thank all applicants for their interest, but only those selected for an interview will be contacted.
KILONEWTONS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.