Client Service Representative

Location:

Yarmouth, Nova Scotia (Downtown Sector) or Wilmington, DE (US)

Hybrid Work Model (3 days onsite/2 days remote)

Hours:

Monday to Friday, 9:00am - 6:00pm AST

Are you passionate about delivering excellent customer service? We are too!

Client Service Representative to support our global clients in a professional business-to-business (B2B) environment in the technology and internet/web services industry. In this role, you will act as the primary point of contact for clients who require assistance with CSC’s internet products and services. You will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance.

You’ll work directly with enterprise B2B clients and will partner with our internal teams at CSC to provide support that will ensure our client’s domain portfolios and digital assets are secure.

If you’ve worked in the retail, hospitality & tourism, patient services or restaurant industries, you know what it takes to keep clients happy and satisfied while working in a fast-paced, high-volume environment. Our service professionals are empowered to solve client inquiries and problems quickly and professionally. We provide the training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service.

We’re a company of helpful people teaming up to make a difference in global business and our local communities. We are passionate about service excellence, giving back to the community, and devoted to continuous improvement, CSC is the business behind business®. What does that mean? Learn more about DBS by visiting  . While on that site, navigate to the Customer Tab or the Customer Testimonials section where you will learn about who our clients are and what they have to say about us!

Additionally, our positions come with CSC’s competitive benefits and incentives.

Some of the tasks you will be responsible for:

Client Support:
Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.

Client Relationships:
Build and maintain client relationships by understanding the unique needs of each client.

Issue Resolution:
Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.

Escalation Management:
Identify and elevate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.

Product Knowledge:
Be a trusted partner for your clients by developing and maintaining an in-depth understanding of our services, and to communicate industry changes. and new product offerings.

Team

Collaboration:

Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.

Performance:
Understand and strive to meet or exceed metrics that are designed to help us achieve our industry leading client service support as evidenced by our world-class Net Promoter Score (NPS) results.

What technical skills, experience, and qualifications do you need?

Experience working in a customer-centric environment, industry and/or role

Effective written and verbal communication skills

Ability to think critically and be solution oriented

Strong Microsoft Office skills including MS Excel, Word, and Outlook

Ability to learn, adapt to, and discuss new technology

Tenacity and agility to balance varying priorities and inquiries from internal and external customers

Ability to work independently, as well as on a team

Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment

Previous experience of producing quality results with high attention to detail

Ability to be direct, open, and honest when communicating with clients and co-workers

Bilingual skills are a plus

What You Can Expect From Us

Professional,…