Customer Service Representative Onsite (Waterloo)

About the Role

Customer Service Agent – Teleperformance, Waterloo, Ontario.

Responsibilities

• Answer an average of 100+ calls per day in a high‑volume contact centre.
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements and use decision‑support tools and resources to provide suitable resolutions.
• Listen attentively and demonstrate empathy while building rapport with customers.
• Proactively offer appropriate solutions to create high customer satisfaction.
• Exercise patience and empathy to resolve customer concerns.
• Identify and maximize opportunities to cross‑sell and up‑sell to existing customers.
• Track, document and retrieve information in the call‑tracking database.
• Respond to customer inquiries by referring to published materials or higher‑level staff.
• Adhere to client policies, procedures and industry c...