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Customer Service Representative

Job ID
Contract ID
Category
Hourly Pay
MPSITTCAENG
MPSITTCAENG031124
Customer Service
$17.00

Please read carefully

  • This is an extremely limited engagement Opportunity.

  • The contract starts on Apr 3, 2024 and ends on Apr 30, 2024.

  • A limited number of top-performing agents may be offered to continue beyond Apr 30, 2024

Job Overview

Provide support for North America's one of the most commonly used Income Tax preparation software.

Job Description

On a day-to-day basis, our Work-from-Home agents are expected to participate in the following activities:

  • Interact with customers via phone, screen-sharing, and one-way video, focusing on tax related questions, data entry, and navigation.

  • Research, analyze and determine an appropriate course of action for customers.

  • Be a positive representative for client product; take a caring and empathetic approach to customer interactions.

  • Articulate how to use the product accurately and efficiently resolve customer inquiries on the first contact. This includes having a thorough understanding of the client’s suite of products and educating customers on those that best meet their needs.

  • Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.

  • Act as a technical resource when assisting customers to resolve problems with devices and equipment.

Equipment & Services

Computer

  • Please review computer requirements here.

Screen / Monitor

  • Having a dual screen / monitor setup is recommended but is not a mandatory requirement for this job opportunity.

Wired Internet

  • Please review Wired Internet requirements here.

USB Headset

  • Please review USB Headset requirements here.

Webcam

  • Enrolled agents who have not serviced the program previously will receive an absolutely free of cost Logitech C170 Webcam which will be used while servicing. (We will send you a survey email once you are successfully enrolled.)

To purchase the any of the above mentioned equipment, please visit our page for Recommended 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.

  • Your trainer will send you an email with pre-work requirement that will help you set up required applications and sign-in codes. You will receive this email a day or two ahead of your your training start date. Please note that you are required to complete all steps to successfully enroll in the training.

Training (Unpaid Training Phase)

  • Start Date: Monday, March 11, 2024

  • End Date: Tuesday, April 2, 2024

  • During this phase, agents will learn about the client, the services they provide, how to navigate systems and various processes involved. It will require strong attention to detail, great deal of involvement and class participation.

  • You do not get paid during Training. We understand you will have questions at this point. Please visit our FAQ section on Training for answers.

Training Batch Time

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

  • Afternoon Batch: 2:00 pm - 6:00 pm Eastern Standard Time (4 hours)

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

​Training Fee

  • Training is free.

Training Attendance

  • 100% attendance is required for all of our trainings.

  • If you miss attending the first day of the training, a non-refundable No-Show Training Fee will be charged and you will be removed from the training and the program.

  • If you miss attending the training on any other day after the first day, you will not be charged a No-Show Training Fee, however you will be removed from the training and the program. Kindly reach out to your instructor for any permissions about being late or missing out on any days from 2nd day until the end of training. We, at MPower Solutions do not have any empowerment to making any kind of exceptions or refunding the fees.

Servicing

Availability of Servicing Hours

  • Sunday - Saturday: (All week): 9:00 am - 12:00 am Eastern Standard Time.

  • Availability of servicing hours may change in future.

  • Start Servicing and Earning from Wednesday, April 3, 2024

Servicing Requirement

  • April 3, 2024 - April 20, 2024

    • A minimum of 15 hours of servicing is per week starting from Sundays to Saturdays. You may service more hours if you want.

    • 2 hours must be serviced either on Sundays or on Saturdays or a combination of both days for same week.

    • 2 hours must be serviced on Mondays.

  • April 21, 2024 - April 27, 2024​

    • A minimum of 20 hours of servicing is per week starting from Sundays to Saturdays. You may service more hours if you want.​

    • 2 hours must be serviced either on Sundays or on Saturdays or a combination of both days for same week.

    • 2 hours must be serviced on Mondays.

  • April 29, 2024 and April 30, 2024

    • A minimum of 5 hours must be serviced either on April 29, 2024 or on April 30, 2024 of a combination of both. You may service more hours if you want.

  • Please note that the servicing requirement and minimum required hours may change in future.

Servicing Language

  • You must be able to communicate fluently in English.

Scheduling Service Hours

  • Book your working hours / intervals as soon as your schedule is released. Your instructor will share details with you when your booking schedule will be released.

  • 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.

    • Lockdown Period - 48 hours period before the start of the service interval are considered as a lockdown period. Releasing scheduled hours during a lockdown period affects Compliance Adherence (CA) negatively. If your Compliance Adherence (CA) goes below 90% it may lead to termination of your contract.

 

 

Getting Paid

  • You will be paid twice a month at the rate of $17.00 CAD per hour less MPower Service Fee deduction per pay period.

  • Your payments will be deposited to your bank account via Interac e-transfer.

How to apply for job?

To apply for the job you must be registered on Arise Platform.

  • If you are already registered on Arise Platform, sign into your Arise dashboard and Apply for the job opportunity.

  • If you are not already registered on Arise Platform, you can get do so by visiting and reviewing our Get Started page. Once registered, you may continue applying for the job opportunity from your Arise dashboard.

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