Location: 8221 Campeau Drive, Ottawa, Ontario K2T 0A2
Salary: $15.50-$20.00 per hour
Job type: Full Time , Part time
Shift/Hours: Morning, night, overnight
The Customer Service Expert’s role is crucial within the Domino’s system. We pride ourselves on offering fast and friendly service with a smile, and our CSEs lead the way in doing so. Within our fast paced environment, the role is primarily to offer top quality customer service by phone and in person at the counter. Customer Service Experts are expected to know Domino’s products and the current offers in order to provide customers with the correct order and best value based on their needs.
Customer Service Experts will take orders by phone-in customers, as well as customers at the store. They are expected to manage the cash drawer when accepting payment for orders and returning change. CSEs will also handle customer concerns using the approach taught during Domino’s on-boarding and orientation.
In secondary roles, Customer Service Experts will help make quality products, label boxes, cut pizzas and prepare orders for delivery or to be served to in-store customers. CSEs also help in maintaining the store’s professional image by participating in the cleaning tasks assigned to all team members.
- Friendly and well spoken
- Good math skills to handle cash handling for in-store customer payments
- Speak English fluently in order to serve customers
- Ability to multitask and work in a fast paced environment
- Flexible schedules
- Competitive wages
- Staff pizzas
- Career growth opportunities
What skills and qualities are important for a Customer Service Representative ?
Customer Service Representatives require a specific set of skills and qualities to provide excellent customer support. Here are some important skills and qualities for a Customer Service Representative:
- Strong Communication Skills: Customer Service Representatives need excellent verbal and written communication skills to interact effectively with customers. They should be able to explain complex information in a clear and concise manner and actively listen to customer concerns.
- Empathy and Patience: Demonstrating empathy and patience is essential in customer service. Representatives should be able to understand and relate to customers’ emotions, show compassion, and remain calm, even in challenging situations.
- Problem-Solving Abilities: Customer Service Representatives should be skilled in problem-solving. They need to analyze customer issues, identify root causes, and find appropriate solutions to resolve problems efficiently and satisfactorily.
- Product Knowledge: Having a solid understanding of the company’s products or services enables Customer Service Representatives to address customer inquiries accurately. They should be able to provide detailed information, explain features and benefits, and troubleshoot common issues.
- Adaptability: Being adaptable allows Customer Service Representatives to handle a variety of customer situations and quickly adjust their approach as needed. They should be able to navigate different customer personalities, demands, and unique scenarios.
- Time Management: Effective time management skills help Customer Service Representatives handle multiple customer inquiries and tasks simultaneously. They should be able to prioritize their workload, meet deadlines, and provide timely responses to customers.
- Active Listening: Active listening is crucial for understanding customer needs and concerns. Representatives should listen attentively, ask clarifying questions, and provide appropriate responses, ensuring that customers feel heard and understood.
- Conflict Resolution: Customer Service Representatives should possess strong conflict resolution skills to handle customer complaints and resolve conflicts in a professional and diplomatic manner. They should be able to de-escalate tense situations and find mutually beneficial resolutions.
- Positive Attitude: Maintaining a positive attitude is important in customer service. Representatives should be friendly, approachable, and optimistic, creating a welcoming environment for customers and leaving a positive impression.
- Technical Proficiency: In today’s digital age, Customer Service Representatives often utilize various software, customer relationship management (CRM) systems, and communication channels. They should have basic technical proficiency to navigate these tools effectively.
- Teamwork: Collaboration with colleagues and other departments is often necessary in customer service. Customer Service Representatives should be team players, willing to assist colleagues and share knowledge to ensure a seamless customer experience.
- Cultural Sensitivity: In a diverse customer base, cultural sensitivity is vital. Customer Service Representatives should be aware of cultural differences, respect diversity, and adapt their communication style to accommodate various cultural backgrounds.
By possessing these skills and qualities, Customer Service Representatives can deliver exceptional customer experiences and build long-lasting customer relationships.
What education and certification are required to become a Customer Service Representative ?
The educational requirements for becoming a Customer Service Representative can vary depending on the company and industry. In many cases, a high school diploma or equivalent is the minimum educational requirement for entry-level positions. However, some companies may prefer candidates with higher education or specialized training.
While formal education is not always mandatory, certain educational backgrounds can be advantageous for aspiring Customer Service Representatives. Here are some relevant fields of study:
- Business Administration: A degree or coursework in business administration can provide a solid foundation in customer service principles, communication, and problem-solving skills.
- Communications: A degree or coursework in communications, public relations, or a related field can help develop strong verbal and written communication skills, which are essential for effective customer service.
- Hospitality or Tourism: For customer service roles in industries such as hospitality or tourism, a degree or certification in these fields can provide specific knowledge and understanding of customer service expectations in those industries.
While there are no specific certifications required to become a Customer Service Representative, there are professional certifications available that can enhance your skills and demonstrate your commitment to the field. Some of the notable customer service certifications include:
- Customer Service Certification (CSC): Offered by the Professional Association for Customer Engagement (PACE), this certification validates an individual’s knowledge and skills in delivering exceptional customer service.
- Certified Customer Service Professional (CCSP): Provided by the Customer Service Institute of America (CSIA), this certification focuses on customer service best practices, problem-solving, and building customer loyalty.
- HDI Customer Service Representative (HDI-CSR): Offered by HDI, this certification is specifically designed for IT customer service representatives and covers topics like technical troubleshooting, customer satisfaction, and incident management.
While these certifications are not mandatory, they can be valuable for demonstrating your expertise and commitment to delivering exceptional customer service.
It’s worth noting that many companies provide on-the-job training for Customer Service Representatives, which includes specific product knowledge, company policies, and customer service protocols. These training programs help individuals acquire the necessary skills and knowledge to excel in their customer service role.
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Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
How to apply
Online: Apply On Company WebSite
What is the work environment like for Customer Service Representatives?
The work environment for Customer Service Representatives can vary depending on the industry, company, and specific role. Here are some common aspects of the work environment for Customer Service Representatives:
- Office Setting: Many Customer Service Representatives work in office settings, either in dedicated customer service departments or as part of larger teams. They typically have a designated workspace equipped with computers, phones, and necessary software or systems to handle customer inquiries.
- Call Centers: In industries that receive a high volume of customer calls, Customer Service Representatives may work in call centers. These environments are designed to efficiently manage incoming calls and provide support to customers.
- Remote Work: With the rise of technology and digital communication tools, remote work opportunities have become more prevalent for Customer Service Representatives. This allows them to work from home or other remote locations, providing customer support through phone, email, chat, or video conferencing platforms.
- Customer Interaction: Customer Service Representatives have direct interaction with customers on a daily basis. They communicate through various channels, such as phone, email, chat, or social media platforms, to address inquiries, resolve issues, and provide assistance.
- Multichannel Support: In addition to traditional phone support, Customer Service Representatives often handle customer inquiries through multiple channels. This can include email, live chat, social media platforms, and even self-service portals. They need to be proficient in using these tools to provide efficient and effective customer service.
- Team Collaboration: Customer Service Representatives often work as part of a team. They collaborate with their colleagues, supervisors, and other departments, such as technical support or sales, to resolve complex customer issues or escalate problems when needed.
- Shift Work: Customer service operations often require round-the-clock support, which may result in shift work for Customer Service Representatives. This can involve working evenings, weekends, or even overnight shifts to ensure customers are supported at all times.
- Fast-Paced Environment: Customer service can be fast-paced, with high call volumes, tight deadlines, and constant customer interactions. Customer Service Representatives should be able to handle multiple tasks simultaneously, prioritize inquiries, and provide timely and accurate responses.
- Performance Metrics: Many companies track and measure the performance of Customer Service Representatives using various metrics, such as call resolution times, customer satisfaction ratings, or adherence to service level agreements (SLAs). Representatives may have specific performance targets to meet.
- Training and Development: Continuous learning and training are common in the customer service field. Companies provide initial training for new hires and ongoing training to keep Customer Service Representatives updated on product knowledge, company policies, customer service techniques, and new technologies.
- Stressful Situations: Dealing with customer complaints, challenging inquiries, or frustrated customers can be stressful. Customer Service Representatives should be able to remain calm, composed, and professional in handling difficult situations while maintaining a focus on resolving customer issues.
It’s important to note that the work environment can vary significantly based on the specific industry, company culture, and customer service model employed by the organization.