<div class="content-intro"><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"> </p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together</p> <p> </p></div><p><strong>Job Type: Part Time, Permanent <br>Compensation: From 20,00 $ to 22,00 $ per hour <br>Scheduled Hours: Flexible, 37.5 hours weekly as needed</strong></p> <p> </p> <p><strong>PRIMARY DUTIES:</strong></p> <p>The Customer Service Representative (GSR)<strong> </strong>is a role supporting inbound customer service for the group savings and retirement sector of an insurance company. </p> <p><strong>HIERARCHY: </strong><em>Customer Service Representative (GSR)</em><strong> </strong>reports directly to the <em>BPO Team Lead </em>who reports to the <em>BPO Senior Manager </em>who reports to the<em> BPO Practice & Customer Success Director </em>who reports to the<em> Executive Vice President CX Practice</em> who reports to the <em>President of the Global Video Transformation</em> division who reports to the <em>Chief Executive Officer</em>.</p> <p><strong>PRIMARY TASKS AND RESPONSIBILITIES:</strong></p> <ul> <li>Respond to participant inquiries about their employer-sponsored savings and retirement plans.</li> <li>Assist clients with transactions (withdrawals, deposits, retirement rollovers).</li> <li>Provide general information about the organization.</li> <li>Refer clients to specialists when needed.</li> <li>Receive, understand, resolve complaints, and offer solutions.</li> <li>Provide support and guidance while complying with internal policies.</li> <li>Perform additional related tasks as assigned by the Service Manager.</li> <li>Maintain strong client relationships through follow-up.</li> <li>Identify and suggest improvements to enhance our services.</li> <li>Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).</li> <li>Other duties as assigned.</li> </ul> <p><strong>COMPENTENCIES:</strong></p> <ul> <li>Strong, clear and effective English and French written and verbal communication skills</li> <li>Attention to detail and accuracy.</li> <li>Exceptional team spirit and proactivity</li> <li>Exceptional time management and multitasking abilities. </li> <li>Remaining positive and persistent</li> <li>Good organizational skills</li> <li>Ability to work in a team. </li> <li>Flexible, reliable and trustworthy. </li> <li>Excellent interpersonal and communication skills</li> <li>Analytical thinking, initiative</li> <li>Compliance with standards and deadlines</li> <li>Protecting confidentiality</li> <li>Exceptional Attendance and punctuality</li> <li>Quality-focused, responsible, organized, able to prioritize</li> <li>Time management skills to multitask and adhere to SLAs.</li> </ul> <p><strong>REQUIRED EDUCATION & EXPERIENCE:</strong></p> <ul> <li>High school diploma or equivalent</li> <li>Customer Service: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus<strong>.</strong></li> <li>User experience with good working knowledge of the Office Suite</li> <li>Comfortable with technology</li> <li>Group Savings and Retirement product knowledge is an asset</li> </ul> <p><strong>TECHNICAL REQUIREMENTS:</strong></p> <table width="638"> <tbody> <tr> <td width="337"> <ul> <li>Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint</li> <li>Genesys Cloud CX, a plus</li> </ul> </td> <td width="301"> <p> </p> </td> </tr> </tbody> </table> <p><strong> </strong></p> <p><strong>LANGUAGE SKILLS: </strong>English & French</p> <p>Fluency in French and English (spoken and written)