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Customer Service Agent


Full time, 1-year contract

Job Description

Customer service agent to answer incoming calls from the contact center of a reputable company in the industry of Insurance. Your listening skills, your professionalism and your ability to establish a climate of trust allow you to offer a personalized, quality customer experience. Do you like understanding your client's needs and looking for the right solution and the best advice for them to exceed their expectations?

Our team is looking for bilingual and passionate people who wish to contribute to the best customer practices, all without solicitation or sales to be made. Your career at New Era for our contract with an insurance company will begin with a five-week paid training course and you will always have access to a trainer and a coach to guide your progress.

Responsibilities and Duties

Reporting to the Senior Director - Customer Experience, the incumbent implements the action plan designed for incoming calls from an insurance company.

  • Respond to questions of clients concerning their insurance policy

  • Assist our clients in their transaction requests

  • Excellent analytical skills

  • Provide general information about the organization.

  • Refer the client to one of your colleagues for specialized needs.

  • Responsible for receiving, understanding, and handling complaints as well as finding solutions to problems encountered by customers.

  • Provide support and advice to clients in accordance with internal company policies.

  • Perform any other related tasks requested by the Head of Service.

  • Ensure that good relationships with customers are maintained; by carrying out file follow-ups.

  • Recognize and seize opportunities to suggest ideas or initiatives improve our services.

Qualifications and Skills

  • Excellent interpersonal and communication skills

  • Analytical skills and initiative (passion value)

  • Compliance with standards (value respect)

  • Respect of deadlines (value respect)

  • Ability to protect the confidentiality of information, sensitive and personal (Value honesty)

  • Attendance and punctuality (respect value)

  • Concern for quality (commitment value)

  • Sense of responsibility (commitment value)

  • Sense of organization and priorities (commitment value)

  • Teamwork (collaboration value)

  • Knowledge of finance or savings products (an asset)

  • Ability to work on multiple tasks (multi-task)


  • 100% work from home

  • Computer equipment provided

  • No sale or solicitation

  • 37.5h week from Monday to Friday (you must be available between 8 am - 9:30 PM in rotation, for the possibility of overtime)

  • Salary ranges from $ 17 to $ 19 (depending on experience)

  • No weekend

  • Dynamic work environment and great work team

  • Minimum 1-year contract with possibility of extension and development within the company

  • Training over several weeks

  • 2 sick days paid

  • 2 weeks vacation

  • RRSP program




Health Care


Disability &
Life Insurance


Flexible Hours
& Remote Work

Let's talk about your projects / needs

+1 877.743.8474

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© i3vision 2020

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