Description

Provide remote support to the collector community via telephone, email, and online chat. Resolve inquiries, de-escalate complex situations, and own customer issues to completion. Manage multiple support systems while maintaining deep product knowledge. Identify and report trends or consumer concerns to the team. Maintain high accuracy and attention to detail in decision-making.

Responsibilities

• Communicate with collectors via telephone, email, and online chat to resolve inquiries.
• De-escalate complex situations and take ownership of customer issues to find resolutions.
• Manage multiple support systems while maintaining in-depth knowledge of products and processes.
• Identify and report potential trends or consumer concerns to the team.
• Maintain high accuracy and attention to detail when assessing situations and making decisions.

Required Skills

• Minimum of 3 years of experience in a contact center environment.
• Bilingual or multilingual proficiency in French Canadian or Spanish.
• Strong technical aptitude with knowledge of both PC and Mac platforms.
• Proficiency in Microsoft Office Suite applications.
• Excellent customer service and verbal/written communication skills.
• Proven leadership and time management skills.
• Ability to prioritize tasks and adapt to a demanding environment.

Preferred Skills

• SAP knowledge.
• Knowledge of collector brands such as Transformers, Star Wars, or Marvel.

Key Skills

Education

Any graduate