Remote Customer Service Representative

About the Company

Odyssey Group Holdings, Inc. and its subsidiaries, collectively referred to as Odyssey Group, is one of the world’s leading providers of reinsurance and specialty insurance, encompassing three distinct yet complementary operating platforms supported by six divisions, 37 business units and a network of more than 30 offices.

Reinsurance is predominantly underwritten through Odyssey Reinsurance Company, and specialty insurance is underwritten through Hudson Insurance Company, Hudson Excess Insurance Company, Newline Insurance Company Limited, Newline Syndicate 1218 at Lloyd’s and Newline Europe Versicherung AG.

Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, a holding company with total assets of $96.8 billion and $28.3 billion in total equity as of December 31, 2024. Fairfax is traded on the Toronto Stock Exchange under the symbol FFH.

Odyssey Group is committed to making a positive impact in the communities in which our employees live and work. We established the Odyssey Group Foundation in 2007, and each year Odyssey sets aside 2% of its pre-tax earnings for charitable purposes.

In a world where environmental issues continue to impact our future, we recognize the importance of operating in a sustainable manner and have taken steps to foster environmentally friendly workplaces.

About the Role

We are seeking a dedicated, friendly, professional, and customer-oriented Customer Service Representative to join our growing team.

The successful candidate will be responsible for assisting customers, answering inquiries, resolving complaints, providing accurate information about our products and services, and ensuring an excellent customer experience.

The ideal candidate should have excellent communication skills, a positive attitude, strong problem-solving abilities, and the ability to handle customer concerns professionally.

This is an excellent opportunity for individuals who enjoy helping people, building positive customer relationships, and contributing to a successful team.

KEY RESPONSIBILITIES

• Respond to customer inquiries through phone calls, emails, live chat, and social media platforms.
• Provide accurate information about company products, services, policies, and procedures.
• Assist customers with orders, account inquiries, service requests, and general concerns.
• Handle customer complaints professionally and provide appropriate solutions.
• Identify customer needs and recommend suitable products or services.
• Maintain accurate records of customer interactions and transactions.
• Follow up with customers to ensure their questions and concerns are resolved.
• Escalate complex issues to the appropriate department when necessary.
• Build and maintain positive relationships with customers.
• Ensure customer satisfaction through excellent communication and support.
• Meet established customer service targets and performance standards.
• Collaborate with other departments to improve customer experience and service delivery.

REQUIRED SKILLS

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Active listening and problem-solving abilities.
• Excellent telephone and email etiquette.
• Ability to handle difficult customers with patience and professionalism.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize responsibilities.
• Good computer literacy and typing skills.
• Attention to detail and accuracy.
• Conflict resolution and decision-making skills.
• Ability to work independently and as part of a team.
• Positive attitude, reliability, and willingness to learn.

EXPERIENCE & QUALIFICATIONS

• High school diploma or equivalent.
• Additional qualifications in Business Administration, Communications, or related fields are an advantage.
• Previous experience in customer service, call centers, sales support, or client relations is preferred.
• Experience handling customer inquiries and resolving complaints is an advantage.
• Familiarity with Microsoft Office, email platforms, and customer relationship management (CRM) software.
• Basic knowledge of online communication tools and customer support platforms.
• Excellent English communication and comprehension skills.
• Fresh graduates and entry-level applicants are welcome to apply.

ADDITIONAL REQUIREMENTS

• Ability to maintain professionalism when dealing with customers.
• Strong commitment to customer satisfaction.
• Ability to work under pressure and meet deadlines.
• Willingness to learn company products, services, and procedures.
• Reliable attendance and punctuality.
• For remote positions: access to a computer or laptop and a stable internet connection.

WHAT WE OFFER

• Competitive salary and benefits.
• Professional training and onboarding.
• Career development and growth opportunities.
• Supportive and collaborative working environment.
• Opportunities to develop communication and leadership skills.
• Flexible working arrangements, where applicable.
• Performance-based incentives, where applicable.

What we're looking for

• We are seeking a dedicated, friendly, professional, and customer-oriented Customer Service Representative to join our growing team.
• The successful candidate will be responsible for assisting customers, answering inquiries, resolving complaints, providing accurate information about our products and services, and ensuring an excellent customer experience.
• The ideal candidate should have excellent communication skills, a positive attitude, strong problem-solving abilities, and the ability to handle customer concerns professionally.
• This is an excellent opportunity for individuals who enjoy helping people, building positive customer relationships, and contributing to a successful team.

Skills

Benefits

• Medical, Dental & Vision Insurance,401K,Paid Time Off, Tuition Assistance, Comprehensive Training Program, Employee Assistance Program,(As part of our Learning and Development curricula of on the job training