Customer Service Representative

Job ID
Contract ID
Status
Hourly Pay
MPSITTCAENG
MPSITTCAENGXXXXXX
BATCH FULL
TBA

Job Overview

You will 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 and webcam, focusing on process-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

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

  • 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.

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.

  • Unpaid Training

    • Start Date: Tuesday, October 13, 2020

    • End Date: Thursday, November 5, 2020

  • Training Batch (Pick one)

    • 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 $79.00 CAD.

    • Training Free will cover all expenses for Criminal Background Check.

    • COVID-19 Relief

      • We will refund your training fee in full after you complete 150 hours of working post successful completion of the training.

      • Refund will be provided in two equal parts in two successive payment periods.

Servicing

  • You must be able to communicate fluently in English.

  • 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.

  • Servicing hours are available during weekdays from 9:00 am to 6:00 pm Eastern Standard Time.

  • A minimum of 15 hours of servicing is required per week and out of those 15 hours, a minimum of 2 hours of servicing is required on Mondays. Minimum required hours may change.

Pay & Payment

  • You will be paid twice a month at the rate of $14.00 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.