Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries regarding their telecommunications plans and services.

• Support customers with telecommunications products and any issues they may face.

• Evaluate customer accounts to determine their needs.

• Offer general information about the organization.

• Guide customers to specialists when required.

• Listen to, comprehend, and resolve complaints while proposing solutions.

• Counsel customers and recommend products and services that meet their needs.

• Provide updates on current products, services, and promotions.

• Arrange and confirm customer appointments.

• Create, complete, and amend work orders based on customer requests.

• Identify and recommend enhancements to optimize services.

• Adhere to information security policies and confidentiality standards.

• Carry out additional duties as needed.

• Report directly to the BPO Team Lead.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1 to 3 years of experience in customer support, including creating support tickets and resolving issues via phone.

• Practical experience with ticketing systems and handling a significant volume of calls is a considerable advantage.

• Proficient user experience and strong familiarity with the Microsoft Office suite.

• Technologically savvy.

• Familiarity with telecommunications products is a plus.

• Excellent written and verbal communication skills in both English and French.

• Fluency in spoken and written French and English.

• Competence in Microsoft Word, Excel, Outlook, SharePoint, and PowerPoint.

• Ability to remain seated for prolonged periods.

• Capacity to type at least 30 to 40 words per minute.

• Flexible, dependable, organized, detail-oriented, and capable of multitasking while adhering to SLAs.

🏝️ Benefits

• Computer equipment provided.

• No sales or cold-calling responsibilities.

• Minimum of 20 hours per week, Monday through Friday.

• Flexibility to occasionally work up to 37.5 hours, as needed.

• Vibrant work environment and a fantastic team.

• Paid training provided.

• Quick onboarding process.

• Two paid sick days available after 3 months of employment.

• Two weeks of vacation time.

• RRSP plan accessible after 6 months of employment.

• Paid statutory holidays.

• Group benefits offered after 3 months.