The Customer Care Representative communicates with customers by phone or e-mail, providing information on products and services, answering inquiries, obtaining details and resolving customer complaints, notifying customers of claim investigation results and any planned adjustments. The Customer Care Representative actively contributes to putting the customer at the heart of the company's concerns.

SPECIFIC RESPONSIBILITIES:
Help customers understand the products and services being offered by METRO
Answer inquiries by phone, e-mail, or social media, helping to ensure customer satisfaction
Promote continued customer interest in the companys products or services
Receive and address customer concerns, complaints, requests and other issues
Conduct necessary research to answer customer and internal client inquiries
Input facts and draw up structured and concise complaints reports
Negotiate compensation with customers
Assist in developing tools and work processes to improve customer service quality
Act as a back-up receptionist
Represent Metro Ontario Customer Care in dealings with various company departments, sit on committees and manage problem situations with other departments

QUALIFICATIONS:
College certificate (Communications and/or Public Relations is preferred)
At least 1 year experience in a Call Centre environment required
At least 1 to 2 years experience in Customer Service
Good communication and negotiation skills
Proficiency in Microsoft Office
Excellent writing skills
Proactive problem solving
Excellent priority management
Excellent judgement
Good time management skills