MCO Consultants Inc. is a HR Consulting and Recruiting firm based in Saint John, New Brunswick, Canada, dedicated to providing evidence-based HR and Recruitment services to small to medium sized businesses, and nonprofit organizations in Canada, with a focus on Atlantic Canada and the Maritimes.

Job purpose

Duties and responsibilities

Customer Interaction

• Handle incoming calls, emails, and messages with professionalism and courtesy.
• Address customer inquiries, providing accurate information about products and services.
• Resolve customer complaints and issues promptly, escalating to the Customer Service Manager when necessary.

Transaction Management

• Process orders, returns, and exchanges accurately, ensuring compliance with company policies.
• Manage customer accounts and update information as needed.
• Issue refunds and process payments securely.

Customer Support

• Provide detailed information about products, services, and promotions.
• Assist customers with troubleshooting and problem resolution.
• Follow up with customers to ensure satisfaction and address any further concerns.

Operational Support

• Maintain accurate records of customer interactions and transactions.
• Support other departments by providing feedback on customer needs and trends.
• Assist in the development and improvement of customer service procedures.

Team Collaboration

• Work collaboratively with team members to achieve departmental goals.
• Participate in team meetings and contribute to discussions on improving customer service.
• Support training and onboarding of new team members.

Quality Assurance

• Monitor and evaluate customer service performance to ensure high standards.
• Provide feedback and suggestions for improving service quality and efficiency.

Qualifications

• High school diploma or equivalent.
• Previous experience in a customer service role is preferred.
• Familiarity with customer service software and basic computer skills.

Competency and Skill Requirements

• Excellent communication and interpersonal skills.
• Ability to handle customer inquiries and complaints with empathy and professionalism.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Positive attitude and a commitment to teamwork.

Working conditions / Physical requirements

• Ability to work at a desk for extended periods.
• Must be able to lift and carry materials as needed (up to 15 lbs).
• Flexibility to work various shifts, including evenings, weekends, and holidays, based on company needs.