Customer Support Center Representative

The Customer Support Centre Representative is the first point of contact for internal and external customers, delivering efficient call direction services and supporting branch operations in a high-volume, 24/7 environment.

Requirements

• Answer and manage incoming calls using Genesys, assessing needs and routing accurately
• Provide professional, first-point-of-contact support to customers and internal teams
• Create and document service cases in Salesforce for follow-up and resolution
• Triage customer chats and connect inquiries to the correct teams
• Monitor shared inboxes and respond to after-hours service requests
• Document and relay urgent messages, call-outs, and operational updates
• Support branch operations, including reception coverage when needed
• Generate and distribute sales leads and customer inquiries to appropriate teams
• Maintain accurate customer information and internal systems (PCC/CCAT, directories, etc.)
• Perform overnight and administrative tasks, including reporting and system updates