Published 2026-01-10
Job Description
We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email, addressing a variety of issues, while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts. This is starting as a 3 month contract with chance of extension. Fully remote across Canada.
Responsibilities
• Answering guest care tickets via email or social media.
• Resolving an average of 300 tickets per week, average of 7 per/hour
• Offering solutions and following up to ensure resolution of guest requests - reaching CSAT of 80%
• Identifying high risk complaints and escalating through the appropriate procedure to supervisors.
• Adhering to guidelines, escalation procedures, and tagging system.
Meeting performance metrics as productivity, quality, reply time and customer satisfaction.
Required Skills & Experience
• Exceptional communication and customer service skills
• Owns a laptop and has a designated workspace at home
• Strong affinity for technology and applications
• Proficiency in written and verbal English and French
• Availability to work one weekend day and overtime if necessary
• Experience with Microsoft Office
• Resourceful, self-starter and self-motivated
• Problem solver, thinking quickly and creatively to resolve issues.
Adaptable and quick to learn new systems and processes in dynamic work environments.
Nice to Have Skills & Experience
• Experience in loyalty programs, including guest handling
• Background in analytics, technology, live chat, phone lines, or IVR
Certificate or diploma preferred
