Job description
We are seeking a dedicated Customer Service Representative to join our Toronto-based team. In this role, you will be the primary contact for customers across phone, email, and live chat, delivering courteous, efficient, and accurate assistance.
At NorthBridge Solutions, you’ll help customers navigate products, resolve issues, and ensure a positive experience that builds trust and loyalty. The ideal candidate excels in communication, problem-solving, and thrives in a fast-paced environment while maintaining a customer-first mindset.
Responsibility
- Provide responsive, professional support to customers via phone, email, and live chat.
- Troubleshoot issues, diagnose root causes, and deliver effective solutions with empathy.
- Document customer interactions and update CRM records accurately and timely.
- Collaborate with product, sales, and technical teams to resolve complex inquiries.
- Meet or exceed defined SLAs and quality metrics while maintaining high customer satisfaction scores.
- Identify trends, suggest process improvements, and contribute to knowledge base updates.
- Educate customers on product features and best practices to maximize adoption.
Qualification
- 1-3+ years of hands-on customer service experience in a fast-paced environment.
- Excellent verbal and written communication skills in English; French proficiency is a plus.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
- Strong problem-solving abilities and a customer-first mindset.
- Ability to manage multiple inquiries simultaneously with outstanding attention to detail.
- High school diploma or equivalent; bachelor's degree preferred.
- Empathy, patience, and conflict-resolution skills.
- Comfort with data entry, basic analytics, and MS Office / Google Workspace.