Customer Service Representative (CSR)

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking an enthusiastic and customer-focused Customer Service Representative (CSR) to join our team. This role is critical in ensuring client satisfaction by providing exceptional service, handling inquiries efficiently, and maintaining strong customer relationships.

Responsibilities

• Respond to customer inquiries via phone, email, and in-person in a professional and timely manner
• Provide detailed information about Codentrel's products, services, and solutions
• Resolve customer issues promptly, escalating complex matters to the appropriate department
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system
• Process customer orders, requests, and service tickets according to company procedures
• Follow up with customers to ensure satisfaction and identify opportunities for service improvement
• Collaborate with internal teams to address customer needs and meet service delivery timelines
• Participate in customer feedback programs to enhance service quality

Requirements

Education & Experience:

• High school diploma or equivalent (College diploma in Business or Communications is an asset)
• Minimum 1–3 years of customer service experience, preferably in IT, telecom, or technology industries

Technical Skills & Knowledge

• Proficiency in Microsoft Office Suite and CRM systems (Salesforce, HubSpot, or equivalent)
• Strong understanding of customer service principles and practices
• Ability to learn and explain technical information in simple terms

Soft Skills

• Excellent communication and active listening skills
• Strong problem-solving abilities and a proactive approach
• Positive attitude with a customer-first mindset
• Ability to multitask and work under pressure in a fast-paced environment
• Team-oriented with a commitment to high-quality service delivery

Work Conditions

• Standard hours: 8:00 AM – 5:00 PM, Monday to Friday
• Occasional evening or weekend work to meet business needs
• Primarily office-based role in Mississauga, with potential hybrid work arrangements