Overview
Service Centre Representative Jobs in Toronto – Ontario at Cadillac Fairview
Title: Service Centre Representative
Company: Cadillac Fairview
Location: Toronto – Ontario
Category: Customer Service/HelpDesk
Position: Service Centre Representative – 16 Month Contract
Role impact:
Support properties on a national level through the provision of exceptional customer service in an inbound queue. Provide assistance in fulfilling client service requests and to act as a liaison in ensuring open
communication
between all departments. The National Service Centre operates days a week during the hours of am to pm. The successful candidate will be required to work hour shifts weekdays and weekends.
The role may require
flexibility
to work outside of these set hours on weekdays, weekends and holidays, in line with business needs. What you will deliver:
CF CONNECT Support and promote CF Connect productivity and service level mandates by responding to all customer contacts in a timely and accurate manner.
Respond to all telephone calls, emails, and web requests.
Log and enter all related service requests into computerized system.
Communicate information to appropriate parties using multiple mediums including telephone, email, and CRM tools.
Proactively communicate with tenants by conducting follow-up calls and tenant satisfaction calls.
Identify repeat client service requests/concerns in order to track trends; proactively notify the appropriate department manager for follow up.
Book service elevators for tenants and contractors and notify the appropriate departments.
Input all submitted contractor access requests to the property for review and approval.
Assist with generating a variety of reports on a weekly and an ‘as needed’ basis by accessing information through the facilities management software system, compiling information and distributing to appropriate departmental Managers in order to provide accurate, current and timely information for decision-making purposes.
Exercise the highest level of discretion regarding the release of confidential information; ensures critical business information is accurate, readily available and secured to protect against unauthorized use or access. RAVEL APP SUPPORT:
Address App general questions, and troubleshoot issues via telephone and email in an efficient and courteous manner (contact points for this role will primarily be email/web based).Provide first call resolution for App support based on the request category and triage for all other inquires.
Provide answers to clients by identifying problems; researching answers; guiding clients through corrective steps to resolve the problem for Apps.
Escalate problems as required to the appropriate teams. What your strengths are:
Excellent telephone
communication skills
with a strong customer service focus
Exceptional verbal and written
communication skills
Ability to
talk and type at the same time Proficient in using technology including software programs such as Microsoft Office (Word, Excel)
Ability to
adapt to a
fast-paced
work environment
with expanding service lines and tenant base Superior
problem solving
and organizational skills
Ability to
work independently with general supervision
Open to receiving and incorporating constructive
feedback and coaching
in an environment of
continuous improvement
Ability to
explain complex ideas to those with limited IT…
