Customer Service Representative

Join New Era Technology , where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

Job Type: Part Time, Permanent
Compensation: From 20,00 $ to 22,00 $ per hour
Scheduled Hours: Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed
PRIMARY DUTIES:

The Customer Service Representative (GSR)is a role supporting inbound customer service for the group savings and retirement sector of an insurance company.

HIERARCHY: Customer Service Representative (GSR) reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer .
PRIMARY TASKS AND RESPONSIBILITIES:

- Respond to participant inquiries about their employer-sponsored savings and retirement plans.

- Assist clients with transactions (withdrawals, deposits, retirement rollovers).

- Provide general information about the organization.

- Refer clients to specialists when needed.

- Receive, understand, resolve complaints, and offer solutions.

- Provide support and guidance while complying with internal policies.

- Perform additional related tasks as assigned by the Service Manager.

- Maintain strong client relationships through follow-up.

- Identify and suggest improvements to enhance our services.

- Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).

- Other duties as assigned.

COMPENTENCIES:

- Strong, clear and effective English and French written and verbal communication skills

- Attention to detail and accuracy.

- Exceptional team spirit and proactivity

- Exceptional time management and multitasking abilities.

- Remaining positive and persistent

- Good organizational skills

- Ability to work in a team.

- Flexible, reliable and trustworthy.

- Excellent interpersonal and communication skills

- Analytical thinking, initiative

- Compliance with standards and deadlines

- Protecting confidentiality

- Exceptional Attendance and punctuality

- Quality-focused, responsible, organized, able to prioritize

- Time management skills to multitask and adhere to SLAs.

REQUIRED EDUCATION & EXPERIENCE:

- High school diploma or equivalent

- Customer Service: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus .

- User experience with good working knowledge of the Office Suite

- Comfortable with technology

- Group Savings and Retirement product knowledge is an asset

TECHNICAL REQUIREMENTS:

- Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint

- Genesys Cloud CX, a plus

LANGUAGE SKILLS: English & French

Fluency in French and English (spoken and written). Over 80% of New Era’s clientele is English-