Customer Service Representative

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

📋 Description

• Address customer inquiries related to their telecommunications plans and services.

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

• Evaluate customer accounts to determine their requirements.

• Offer general information about the organization.

• Refer customers to specialists when necessary.

• Listen to, understand, and resolve complaints while proposing effective solutions.

• Counsel customers and suggest products and services that fit their needs.

• Inform customers about current products, services, and promotions.

• Arrange and confirm appointments with customers.

• Generate, complete, and amend order forms as per customer requests.

• Recognize and recommend enhancements to optimize services.

• Adhere to the information security policy to maintain the availability, integrity, and confidentiality of data.

• Carry out additional duties as required.

• Report directly to the BPO Team Leader.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1 to 3 years of customer support experience, specifically in creating support tickets and resolving customer issues via phone; practical experience with ticketing systems and handling a high volume of calls is a strong advantage.

• User experience and substantial working knowledge of the Microsoft Office suite.

• Comfortable with technology.

• Familiarity with telecommunications products is a plus.

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

• Proficiency in both spoken and written French and English.

• Capability to remain seated for prolonged periods.

• Typing speed ranging from 30 to 40 words per minute.

• Skilled in Microsoft products and operating systems, including Word, Excel, Outlook, SharePoint, and PowerPoint.

• Experience with Genesys Cloud CX is a plus.

🏝️ Benefits

• Computer equipment provided.

• No sales or cold-calling responsibilities.

• A minimum of 20 hours per week, Monday to Friday, with the flexibility to work up to 37.5 hours occasionally, as needed.

• Dynamic work environment with a great team.

• Paid training.

• Quick onboarding process.

• Two paid sick days after three months of employment.

• Two weeks of vacation.

• RRSP plan available after six months of employment.

• Paid statutory holidays.

• Group benefits available after three months.