Customer Service agents - voiced and non-voiced (j001283)outsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
Company Background / Overview
The Company started off initially in 2007, we have since grown tremendously with multiple websites under our brand, with a 20-40% annual growth. Our customer service assists clients who have ordered on:
(office essentials)
(home essentials - cables/electronics)
(home essentials - everyday home products)
(separate website from the top 3, we own the ".ca" domain, while the ".com" domain belongs to an American company, not related to us. )
Our company also sells products through different platforms, such as Amazon.ca, BestBuy.ca, Staples.ca, etc, although our customer service team does not assist with the latter, orders through these platforms are handled by a specific reselling team, called "SaveOnMany". We also only ship orders, and help customers, across Canada only, we do not sell/ship to the USA nor any other country.
Our customer service is contacted for a wide variety of questions, such as information on our websites and products, info on a customer's orders, technical support, returns etc. Our team is trained to assist nearly every question a client may have.
Our headquarters and our main warehouse are located in Montreal, Canada, and we have a second warehouse located in Vancouver, Canada. Our different customer service teams assist clients both in French and English, and some agents assist in Mandarin over the phone as well. For this posting, we are looking for agents fluent in English.
Tasks
Assisting clients with their account, orders, and any questions they have regarding our websites and products
Maintain internal data by entering proper notes and reasons of contact
Opening and following investigations with couriers on lost and late packages
Partaking in company improvement projects; internal product and policy feedback and more
Daily activities
Agents on calls:
Inbound calls (priority)
Emailing/following up with clients who were in a call
Inbound Return Requests in spare time (return requests placed on our website)
Inbound emails in spare time
Inbound Product Reviews with low scores, in spare time (when clients review our products on our website, if they have a 3 star or less rating, our agents may follow-up in spare time)
Agents on chats:
Inbound chats (priority), handling a few at a time, depending on the agent's skills
Inbound emails, and following up on assigned emails
Inbound Return Requests in spare time (return requests placed on our website)
Inbound Product Reviews with low scores, in spare time (when clients review our products on our website, if they have a 3 star or less rating, our agents may follow-up in spare time)
Working hours
Nightshift MNL Time (9:00AM to 6:00PM Eastern US time zone, Mondays to Fridays)
Qualifications
Fluent in English
Capable of multitasking and a typing speed of 35+ WPM minimum (higher is better)
Ability to identify and solve problems independently
Fast learner, punctual, great people skills, have a good sense of responsibility and is a good team player
High school diploma or higher
Technology:
Google Chrome browser on PC, fast speed internet, headset, usual office layout/accessories
Access to Gmail & other google tools (Google Docs, sheets, etc)
Acess to PDF files (Adobe Acrobat Reader on computer)
Access to Microsoft Word, Excel and Power Point
Access to Talkdesk, and the Talkdesk Callbar (downloaded onto computer)
Access to FreshDesk
Access to FreshChat
Access to 3.basecamp.com (possibly tbd)
Access to www.canity.com (possibly tbd)
Would be Nice Features
General knowledge about Canadian culture, languages, geography/cities/provinces, etc ***
Knowledge of ink/toner cartridges/printers
Knowledge of cables/adapters/ports/electronics
WORKING LOCATION: OFFICE-BASED (EASTWOOD, QUEZON CITY)
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
outsourced

Quezon City, Metro Manila
Permanent
Full-time