Customer Service Representative

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

📋 Description

• Address customer inquiries regarding telecommunication plans and services.

• Support clients with issues related to telecommunication products.

• Evaluate customer accounts to determine their needs.

• Provide general information about the organization.

• Direct clients to specialists as necessary.

• Receive, comprehend, and resolve complaints while offering solutions.

• Recommend and advise on products and services that align with customer needs.

• Share information on products, services, and ongoing promotions.

• Schedule and confirm customer appointments for service subscription requests.

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

• Identify and propose enhancements to improve services.

• Comply with information security policies to protect data availability, integrity, and confidentiality.

• Perform additional duties as assigned.

• Report directly to the BPO Team Lead.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1–3 years of experience in customer support, with a focus on opening support tickets and addressing customer issues via phone.

• Practical experience with ticketing systems and managing high call volumes is a considerable advantage.

• Proficient in Microsoft Office Suite.

• Comfortable using technology.

• Knowledge of telecommunications products is beneficial.

• Excellent written and verbal communication skills in both English and French; fluency in both languages is required.

• Strong attention to detail and accuracy.

• Effective time management and multitasking skills.

• Organizational abilities and capacity to prioritize tasks.

• Capability to work collaboratively in a team.

• Commitment to maintaining confidentiality.

• Ability to meet performance standards, deadlines, and service level agreements (SLAs).

• Exceptional attendance and punctuality record.

• Capacity to sit for extended periods and type at a speed of at least 30–40 words per minute.

🏝️ Benefits

• Provision of computer equipment.

• No requirement for sales or solicitation.

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

• Flexibility to schedule up to 37.5 hours per week on occasion.

• Engaging work environment with a great team.

• Paid training provided.

• Rapid onboarding process.

• Two paid sick days after three months of employment.

• Two weeks of vacation time.

• RRSP program available after six months of employment.

• Paid holidays.

• Group insurance available after three months.