Kipling North America Looking for CUSTOMER SERVICE REPRESENTATIVE – Contractor at Saint Laurent, Quebec Full Time

Principal Accountabilities:
Under broad supervision:* Responsible for routine telephone calls that may present some deviation from standardized procedures* May respond to inquiries or promote products* May refer inquiries to more senior representatives or published material
 

Knowledge & Skill Requirements:
* High school diploma or equivalent education; Associate’s degree preferred* Three to five years of experience preferred
 

Knowledge & Application:
* Requires technical know-how and broad understanding of the subject area* Requires understanding of many different and unrelated processes and methods* Includes the assessment of unusual circumstances, variations in approach, and incomplete or conflicting data* May require vocational qualifications and role holder may be working toward a professional qualification
 

Problem Solving:
* Encounter problems which are varied but similar * Requires some fact finding in order to fully understand the issue and consider the most appropriate response * Responses will be drawn from pre-established solutions from which the role holder will need to select the most appropriate * Guided by defined and documented process although may occasionally be expected to adapt solutions for specific situations
 

Interaction:
* Conveys and exchanges basic technical or factual information with colleagues/clients/customers * May require the initiation of contacts to resolve and discuss mutual problems or collaboration on procedures or transactions* Audience is typically knowledgeable about the subject matter* Written responses are presented in a variety of formats* Requires awareness of cultural differences and adapts style accordingly
 

Impact:
* Impact varies between immediate and short term (less than one year)* Activities limited to weekly/monthly planning* Scope of impact will be at the department or team level* Results impact the immediate work area, although in customer facing roles may impact the department
 

Accountability:
* Accountable for quality and timeliness of own deliverables* May be responsible for up-skilling new starters* Financial accountability will be confined to awareness and management of cost in relation to own work* Performance measured against predefined annual objectives