Customer Service Representative Onsite; Waterloo

About the Role

Customer Service Agent – Teleperformance, Waterloo, Ontario.

• Answer an average of 100+ calls per day in a high‑volume contact centre.
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements and use decision‑support tools and resources to provide suitable resolutions.
• Listen attentively and demonstrate empathy while building rapport with customers.
• Proactively offer appropriate solutions to create high customer satisfaction.
• Exercise patience and empathy to resolve customer concerns.
• Identify and maximize opportunities to cross‑sell and up‑sell to existing customers.
• Track, document and retrieve information in the call‑tracking database.
• Respond to customer inquiries by referring to published materials or higher‑level staff.
• Adhere to client policies, procedures and industry compliance.

• High school or secondary school diploma (or equivalent) required; college, university or post‑secondary diploma preferred.
• Minimum 2years of customer‑service experience.
• English language proficiency; excellent verbal communication skills.
• Good telephone customer‑service etiquette and ability to demonstrate empathy and understanding.
• Computer literacy – proficient in Microsoft Office/Google Suite and web browsers; experience with cloud‑based CRM and telephony tools preferred.
• Typing speed of at least 35 words per minute.
• Logical problem‑resolution approach with the ability to gather facts, take corrective action and escalations when needed.
• Flexible schedule availability; willingness to work additional hours as required.
• Team player; friendly and approachable even when busy.
• Ability to quickly learn new applications and processes; handle routine and repetitive tasks.
• Maintain acceptable attendance.
• Available to work full time on‑site in Waterloo.

• Paid training.
• Competitive pay rate of $18.20 per hour.
• Work in a state‑of‑the‑art office located in Waterloo, Ontario with easy transit access.
• Office located near restaurants, shopping and amenities within walking distance.
• Supportive workplace culture encouraging employee development and well‑being.

Teleperformance is an Equal Opportunity Employer.