Contact Centre Rep II- EN Jobs In Toronto, ON | TD

Contact Centre Rep II- EN Jobs In Toronto, ON | TD

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Contact Centre Rep II- EN Jobs In Toronto, ON | TD

List Of Vacant Positions (Newly Updated)

Job Responsibilities:

• As a Contact Center Rep II, you will:
• Contribute to the promotion and maintenance of positive customer relations by providing superior service to all customers.
• Assist in a service standard objective of answering 80% of all calls within 20 seconds.
• Achieve and maintain quality monitoring scores of at least 85% monthly.
• Field all questions and concerns regarding loans, contracts, payouts, insurance and charges to customers and authorized third parties.
• Always provide accurate and up to date information to all TD Auto Finance customers.
• Respond to inbound calls, faxes and email inquiries within department’s service level agreements.
• Take ownership for the calls, email or fax and by ensuring that all inquiries are investigated and resolved to the satisfaction of the customer.
• Delay payments and facilitate due date and payment frequency changes for TD Auto Finance customers.
• Provide payouts and balances to customers and authorized third parties (i.e. dealers, banks, etc.).
• Update customer’s personal information on their files (i.e. address, place of employment, banking etc.).
• Display appropriate telephone and email etiquette when communicating with customers (both internally and externally).
• Facilitate the resolution of minor escalated calls.
• Promote the use of and send passwords for the Customer Web Interface to all customers.
• Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.
• Contribute to the success of the business and Customer Service department through personal efforts to enhance your own knowledge and skills.

Job Requirements:

• High School diploma, Undergraduate degree and/or 1+ years of relevant experience
• Strong verbal and written communication skills
• Strong computer skills (MS Office and internet)
• Able to work independently and within a team environment
• Call center experience is an asset
• Bilingual (English and French) is an asset
• Flexibility is required as this position is rotational, and you must be available to work during the department’s hours of operation: Monday to Friday from 8:00am to 9:00pm, and Saturday from 9:00am to 5:00pm.
• Shifts can vary between 4 hours to 8 hours in length, depending on the business needs.