Customer Service Representative

About the Role

Biz Voice Boost Inc. seeks a dedicated Customer Service Representative to join its remote team operating within Canada. This role involves managing customer interactions and workflows utilizing various tools and ensuring transparent decision tracking and quality handoffs from initial request through resolution.

Key Responsibilities

• Handle customer service duties tailored for the Canadian market with emphasis on Ticket Management, Renata Travel DMC Workflow, and managing destination-related tasks covering Italy and Mediterranean locales, ensuring traceability of decisions throughout the process.
• Evaluate incoming customer information for completeness and consistency using Customer Experience processes, Case Management procedures, and CRM systems to prepare for subsequent workflow steps.
• Monitor and manage ongoing activities through service-focused engagements, customer communications, and thorough case documentation, maintaining visible tracking of exceptions, ownership status, and deadlines.
• Record and communicate decisions and handoffs accurately so that colleagues can seamlessly continue workflows without needing to reconstruct prior history, employing Renata Travel DMC Workflow and related reporting tools.
• Leverage Case Management, CRM, and Ticket Management systems to uphold quality standards; promptly escalate concerns when workflow handoff integrity cannot be assured.

Performance Expectations

Success in this role is marked by comprehensive case documentation and clear, customer-centered communication that uphold traceability, resolve exceptions, and maintain ownership until resolution, thereby providing verifiable evidence of completed work.

Qualifications & Role Fit

• Proficient use of Ticket Management systems, Customer Experience platforms, and destination management workflows relevant to Italy and the Mediterranean within a Canadian remote context.
• Excellent written communication skills for documenting ownership, workflow status, and forthcoming actions in Renata Travel DMC Workflow and Case Management tools.
• Ability to navigate CRM, Case Documentation, and Account Reviews maintaining precise and updated records aligned with company standards.
• Good judgment in managing customer service interactions, recognizing when workflow items require escalation within the Canadian operational framework.

Position Details

• Full-time, entry-level position with 100% remote work eligibility within Canada.
• Annual base salary ranging from $40,000 to $60,000.
• Remote work is considered complete when account reviews, destination management reporting, and workflow processes meet security and readiness standards for subsequent team members.