Customer Service Representative

Job ID
Contract ID
Category
Hourly Pay
MPSITHDCA
MPSITHDCAENG061421
Customer Service
$16.00 CAD

Job Overview

Provide support for world's largest home improvement retailer with more than 2,200 stores across Canada, USA and Mexico.

Job Description

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

  • Inbound sales, customer service and store support.

  • Assisting customer with product questions.

  • Placing new orders.

  • Handling existing orders - returns / replacements.

  • Provide store-specific support.

  • Contacting vendors for shipping information.

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 or higher processor.

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

  • Mac computers with MacOS 10.2 Sierra or higher are natively compatible (no need to install Bootcamp with Windows). Mac computer must have a minimum of 8GB RAM.

Internet

  • A reliable hi-speed internet connection is required.

Ethernet Cable

  • Your computer must be connected to the Internet Modem / Router via an 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.

Dual Screens

  • Dual monitors with FullHD resolution (1920 x 1080) are required.
    Examples of Dual monitor setup:

    • A computer with a default monitor + an additional monitor.​

    • A laptop + an additional monitor.
      Note: Two laptops are not considered dual screens.

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: Monday, June 14, 2021

  • End Date: Friday, June 25, 2021

  • Self-paced Learning: Apart from 4 hours training, you will also be required to dedicate atleast 2 hours for self-paced learning and assessment completion on a daily basis during this phase

 

Training - Phase 2 (Earn while you learn)

  • Start Date: Monday, June 28, 2021

  • End Date: Monday, July 12, 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 three batches mentioned below:

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

  • Evening Batch: 7:00 pm - 11:00 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 28, 2021

  • Servicing hours are available 7 days a week round the year from 6:00 am to 2:00 am (midnight) Eastern Standard Time. Availability of servicing hours may change in future depending on client needs.

  • 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 Sunday or on Saturday 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 $16.00 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.