Contact Centre Agent

Join our team 

Metro Supply Chain (MTH) is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

JOB SUMMARY

The Contact Centre Agent is responsible for acting as the first point of contact for customers. They must make every effort to provide an outstanding customer experience and support our customers.

RESPONSIBILITIES

• Ensures the handling of incoming calls
• Assist with outbound calls as needed
• Responds to customer questions
• Route calls or requests that are outside the established framework to the right place
• Listens, analyzes and diagnoses the nature of the problems
• Take charge of solving customer problems at the first point of contact and take responsibility for them within their functions
• Ensure customer satisfaction
• Ensures that taking calls is a priority
• Answers questions and provide customer service to our customers, including being responsible for handling emails
• Communicates second and third level problems to the various internal levels
• Commits to maintaining harmonious relationships with customers and the internal team
• Other related tasks

EXPERIENCE

• 1-year general office experience, including telephone techniques and computer skills, in a customer service environment is required

COMPETENCIES 

• Customer Centricity
• Fostering Culture
• Collaboration
• Problem Solving & Decision Making
• Managing Through Change
• Developing Self & Others
• Planning & Results Orientation
• Communication
• Always Improving Mindset
• Business & Financial Savvy

EDUCATION

• High school education or equivalent. Post-Secondary education an asset.