(MAU) Customer Support Specialist II

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

About The Position

The Contact Center Agent is responsible for delivering exceptional customer service by effectively handling customer inquiries, concerns, and issues through various communication channels. This role involves providing accurate information, resolving problems, and ensuring customer satisfaction. Contact Center Agents are expected to maintain a high level of product knowledge, adhere to company policies, manage case progress, and maintain detailed records of customer interactions. Strong communication skills, problem-solving abilities, and a customer-focused approach are essential in this role.

Responsibilities

• Customer Service: Provide exceptional customer service by addressing customer inquiries, concerns, and issues through various communication channels, such as phone and email.
• Problem Resolution: Accurately assess and resolve customer issues, ensuring their satisfaction and providing timely solutions.
• Product Knowledge: Possess a deep understanding of the company's products or services and effectively communicate relevant information to customers.
• Compliance: Adhere to company policies, procedures, and compliance standards when handling customer interactions.
• Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Feedback: Provide feedback and insights to improve customer service, processes, or product offerings.
• Team Collaboration: Collaborate with team members, leadership, and other departments to ensure a seamless customer experience and ensure personal and team goals are met.
• Case Management: Manage customer cases, tracking progress and ensuring timely resolution and follow-up.
  
  

Qualifications

• Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and professionally.
• Customer-Focused: A genuine commitment to providing excellent customer service and addressing customer needs effectively.
• Problem-Solving: Ability to analyze issues, identify solutions, and resolve customer problems efficiently.
• Patience: Remain patient and composed, even when dealing with challenging customers or complex issues.
• Multi-Tasking: Manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Computer Proficiency: Familiarity with customer relationship management (CRM) software and the ability to navigate computer systems efficiently.
• Customer Service: Provide exceptional customer service by addressing customer inquiries, concerns, and issues through various communication channels, such as phone and email.
• Inbound and Outbound Communication: Handle inbound customer calls, emails inquiries and initiate outbound communication when necessary.
• Problem Resolution: Accurately assess and resolve customer issues, ensuring their satisfaction and providing timely solutions.
  
  

In addition, candidates with the following assets would be given preference:

• Demonstrate sensitivity to people and culture.
• Advanced soft skills; Exactness, Positivity, Empathy and Sensible thinking.
• 2 + years of prior experience in call center role.
• Capacity to work flexible working hours.
• Proven ability to be an effective, active, and engaged team member.
• Consistent delivery of high-quality interactions; all day/every day
  
  

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.