Moncel Looking for Customer Support Agent (12:00pm – 8:30pm EST shift) at Toronto, ON Full Time

As a fast growing online education company with operations in Canada, Australia and the United States, our focus is on delivering the highest standard of online training & education to the food and hospitality sectors worldwide. We are a group of talented professionals that help support customers, businesses and the community as well as non profit endeavours.

In addition to our commercial training & education services, our charitable activities help to support the community in the area of public health, as well as helping feed tens of thousands of people in need each year.

Moncel & The Canadian Institute of Food Safety

Moncel is an established, fast-growing online education company with a focus on vocational education for the food and hospitality sectors. The organization has experienced exceptional growth since starting in Australia in 2012 and is now looking for a Customer Success Agent to join our growing team. The role of the Customer Success Agent in Toronto will be a part of the Canadian Institute of Food Safety team (www.foodsafety.ca), which has been delivering online government-approved Food Handler certification training in every province and territory across Canada for the last 3 years.

About the Role

Moncel is currently hiring for a Customer Support Agent to support the 12:00-8:30 pm EST shift. The role requires fluent/exceptional English language skills. Communication and tenacity is the key to this role. We are seeking someone who enjoys speaking with people from all walks of life, who is a good listener, and who can win customers over. Your ability to successfully communicate and create a rapport with the customer is a key to being successful in this position.

As a Customer Success Agent you will answer incoming calls & emails and work with customers to provide advice and support them with their queries. You will also work towards inbound sales targets. You must be passionate about what our organisation offers and truly believe in our vision. Your enthusiasm must come through on every call to guarantee that customers enjoy speaking to you.

Key Responsibilities

The key responsibilities will include (but are not limited to):

Support customers across North America via email, social media, and telephone. Additional channels may be in scope later in 2022 i.e. chat

Troubleshoot any customer issues and provide them with a solution

Meet/exceed metric targets which will include average handle time, customer satisfaction etc.

De-escalate customer concerns while maintaining a professional demeanor

Resetting customer passwords, sending invoices and other general inquiries

Work to achieve first contact resolution on each and every customer interaction

Strive for a best in class customer experience

Assisting with projects as required

Documentation & general administrative duties as assigned by manager

Ensure that voicemail messages are returned within 4 business hours

Proactively provide feedback on any process improvements

What we’re looking for

3-5 years experience in a similar role

Excellent customer service. You must be comfortable dealing with people of all ages and backgrounds

Excellent software skills. We work on Macs and use a wide variety of web-based software so we’re looking for someone who feels comfortable with new technologies

Experience working in a professional office environment.

A strong desire to provide a best in class customer experience on each and every interaction

An entrepreneurial mindset. Proactive approach to finding solutions and desire to do what’s right for the customer while balancing the needs of the business

A “can do” attitude to getting tasks done quickly and accurately

Organisational skills with a HIGH level of attention to detail.

Intermediate skills using Google Docs & Sheets (or MS equivalent)

Excellent verbal and written communication skills

Asset to have:
Bilingual in either French or Spanish

Experience working with Salesforce

What we’re offering

A competitive salary package

Flexible/remote working environment

Access to latest Apple hardware and other software

A very positive, friendly and fulfilling work environment

Ongoing training and development

Work for a fast-growing e-learning business

Smart, energetic and fun environment

Enthusiastic team with opportunities for growth

Includes Apple laptop & full benefits (health and dental)

Downtown Toronto location (Bay and Bloor) – Virtual Home Office until further notice

Please Note

We are an equal opportunity employer. All applicants must be authorized to work in Canada. Any applicants not meeting this criteria will not be considered eligible for the position.