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Customer Care Respresentative

048577 Requisition #

Customer Care Representative

Type of employment: Contract – 18 Months
Business Line: Certification Business Enhancements
Reporting to: Operations Manager
Location: Mississauga, On

Make an impact with SGS! With more than 97,000 employees and 2,600 offices and laboratories across the world, SGS is a silent force working hard behind the scenes to deliver quality and integrity to businesses across nine industries. As the world’s leader in providing inspection, verification, testing and certification services, Forbes ranked the SGS Group as one of the world’s top multinationals and one of the world’s most innovative companies. The Dow Jones Sustainability Index has also recognized the SGS Group for its sustainability processes. In Canada, SGS employs over 2,000 team members across 70 locations.

A Day in the Life of a Customer Care Representative at SGS Canada:

  • Ensure that customer files are processed in a timely manner and in accordance with established procedures and processes.
  • Ensure that Auditors are provided with the necessary audit pack documentation, as well as any other information and/or materials needed prior to the performance of their tasks.
  • Work with Full-Time Auditors and Product Managers to ensure that schedules are fully allocated within the scheduling system and that required utilization rates are being met.  Work with sub-contract Auditors to ensure that schedules are reflected in the scheduling system.
  • Communicate to Sales regarding requests for significant additional services.
  • Proactively communicate with the Vice President, Operations and/or the Back Office Manager to assure that they are aware of any customer issues and recommendations for improvement and/or resolution.
  • Schedule customer audits within timelines associated with the certification cycle and in time to allow recertification to occur prior to the certification expiring.
  • Follow-up via email and send required documentation to external customers and auditors.
  • Answer telephones and direct calls as needed.
  • Assist in process of issuing certificates
Ideal Candidate:  
  • Minimum of a High School Diploma or a General Educational Development equivalency (GED).
  • A post secondary education in a recognized administration program would be an asset
  • 1 - 3 years of previous working experience in an customer care representative or administrative role
  • Written and verbal communication in English
  • Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and / or the general public; that demonstrates sensitivity and diplomacy.
  • Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
  • Candidates must be proficient in using various type of computer software (Word, Excel, Certnet, or current SGS scheduling system, Microsoft Outlook etc.).
  • Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
  • Ability to exercise discretion and independent judgment when necessary.
  • Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.
Additional Information:

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process.  Accommodations are available on request for qualified candidates during each stage of the recruitment process.
Please note that candidates applying for Canadian job openings should be authorized to work in Canada.

Visit www.sgs.com