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The Customer Solutions Agent is responsible for delivering exceptional customer service to Zucora customers across Canada. This role supports customers by responding to inquiries, resolving issues related to product protection plans, and ensuring a positive, efficient, and empathetic customer experience in a fast-paced, remote environment.
Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves
Provide professional, courteous customer service through verbal and written communication
Respond promptly to customer inquiries, service requests, and assistance needs
Resolve customer concerns using a solutions-focused and empathetic approach
Maintain confidentiality and handle sensitive customer information with discretion
Actively listen to customers, seek clarification when necessary, and provide accurate information
Maintain a working knowledge of Zucora’s protection plans, products, and customer service technologies
Execute assigned daily tasks efficiently while meeting individual performance goals
Participate in virtual and in-person meetings, training sessions, and team discussions
Balance individual responsibilities with team collaboration and contribute to a positive team environment
Provide and accept constructive feedback while demonstrating professionalism and composure
High school diploma or equivalent
Minimum of one (1) year of customer service experience
Strong verbal and written communication skills
Ability to multitask and work effectively in a fast-paced environment
Ability to follow detailed written and verbal instructions
Strong problem-solving, analytical, and listening skills
Comfortable using technology and customer service systems
Customer service experience in a call center environment
Familiarity with technical procedures
Demonstrated ability to meet or exceed performance goals
Experience working in a remote or virtual work environment