Customer Service Representative

Job ID
Contract ID
Category
Hourly Pay
MPSIPLTNCAENG
MPSIPLTNCAENG101221
Customer Service & Sales
$15.00 CAD

Job Overview

You will provide Inbound Member Support and Order Experience Support for the largest interactive fitness platform in the world via multiple channels such as phone, email and chat. (Subject to change based on client needs.)

Job Description

On a day-to-day basis, you are expected to participate in the following activities:

  • Providing personalized and elevated support for members whenever they need assistance​.

  • Ensure a seamless, on-brand experience throughout the end-to-end member journey.

Essential functions & duties:

  • Provide exceptional customer service via phone, email and occasional chat.

  • .

• Earn the trust of the customers
• Educate customers on the product for optimal understanding and ease of use &
accessibility
• Offer solutions quickly and be conscious of their time as well as your own

  • Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives

  • Coordinate with client’s service providers and possible follow-up calls for clarification and/or additional calls for secondary service.

  • Probe to identify the need of the customer based on vehicle inoperable situation.

  • Identify the customer’s location using Google Maps and other client tools.

  • Provide policy coverage details based on the specific client program.

  • Secure a Service Provider to assist the customer, based on the parameters of the policy’s program.

  • Provide status updates to customers calling after the initial request for assistance was processed.

Equipment & Services

Computer

  • A desktop or a laptop computer​ with Windows 8.1 or Windows 10 Operating System is required.

  • The computer must have an Intel Core-i5 / AMD Phenom X2 class or higher processor.

  • The computer must have a minimum of 4GB RAM.

Internet

  • A reliable hi-speed internet connection is required.

  • Your computer must be connected to the Modem / Router via Ethernet cable (also known as a Networking cable or LAN cable).

  • Wi-fi internet connection is not permitted.

Headset

  • A good quality USB headset with a microphone and a mute button is required.

  • A noise-cancelling feature is recommended but not required.

  • Normal headsets such as earbuds are not permitted.

USB Drive

  • A USB drive with a minimum storage capacity of 8GB

Please check out our page of suggested equipment.

Training

  • Training will be provided from Monday to Friday as per Eastern Standard Time.

  • There will be no training during weekends.

  • An instructor with provide training via Live Video Streaming over Internet.

Training - Phase 1 (Unpaid)

  • Start Date: Tuesday, June 01, 2021

  • End Date: Friday, June 11, 2021

 

Training - Phase 2 (Earn while you learn)

  • Start Date: Monday, June 14, 2021

  • End Date: Friday, June 25, 2021

  • Earn while you learn
    You will be required to take calls during Phase 2 Training. This will help you implement whatever you have learnt during during Phase 1 Training. You will be provided with a dedicated support when you take calls during this phase. You will be required to get together in a team huddle / meeting to discuss the types of calls you receive and share your experience with your trainer and your peers. You will only be paid for the number of hours you take calls during Phase 2 Training.

Training Batch Time

Pick one of the two batches mentioned below:

  • Morning Batch: 9:00 am - 1:00 pm Eastern Standard Time (4 hours)

  • Evening Batch: 6:00 pm - 10:00 pm Eastern Standard Time (4 hours)

​Training Fee

  • One-time Training Fee for current opportunity is $49.00 CAD (flat amount).

  • Training Fee is non-refundable.

Servicing

  • Start Date: Saturday, June 26, 2021

  • Servicing hours are available 24 hours a day, 7 days a week, and round the year.

  • You will be required to book your working hours about 7 - 10 days before the actual work week.

  • Once you book your hours, you are required to work according to your booked schedule.
  • You will also have options to release your booked hours or swap it out with fellow agents within acceptable time. Details will be provided during training.

  • You must be able to communicate fluently in English.

  • A minimum of 15 hours of servicing is required per week and out of those 15 hours, a minimum of 5 hours of servicing is required on Monday or on Friday or a combination of both of these days. Minimum required hours may change.

Getting Paid

  • You will be paid twice a month at the rate of $15.00 CAD per hour. 

  • Your payment will be deposited to your bank account via email money transfer. We will also sent your payment receipt (in .pdf format) to your email.