Customer Service Representative

The Customer Service Representative provides support for inbound customer service for a telecommunications company.

Key Responsibilities:

• Respond to customer inquiries regarding their telecommunications plans and services.
• Assist customers with telecommunications products and issues.
• Review customer records and assess their needs.
• Provide general information about the organization.
• Direct customers to specialists as needed.
• Receive, understand, and resolve complaints, and propose solutions.
• Advise and recommend products and services that meet customer needs.
• Provide customers with information on products, services, and ongoing promotions based on their needs.
• Schedule and confirm appointments with customers for service subscription requests.
• Create, complete, and correct work orders (WO) according to customer requests.
• Identify and suggest improvements to optimize services.
• Adhere to information security policies to ensure the availability, integrity, and confidentiality of all data in any form (text, graphic, audio, visual, digital, etc.).
• Perform other tasks as needed.

Skills:

• Strong written and verbal communication skills in English and French, clear and effective.
• Attention to detail and accuracy.
• Exceptional teamwork and proactivity.
• Excellent time management and multitasking abilities.
• Positive attitude and perseverance.
• Good organizational skills.
• Ability to work in a team.
• Flexibility, reliability, and loyalty.
• Excellent interpersonal and communication skills.
• Analytical mind and initiative.
• Respect for standards and deadlines.
• Respect for confidentiality.
• Exceptional attendance and punctuality.
• Commitment to quality, responsibility, organization, and prioritization.
• Time management skills to handle multiple tasks and meet Service Level Agreements (SLA).

Required Education and Experience:

• High school diploma or equivalent.
• 1 to 3 years of experience in customer support, with a focus on creating support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and managing a high volume of calls is a significant asset.
• User experience and good working knowledge of the Microsoft Office Suite.
• Comfort with technology.
• Knowledge of telecommunications products is an asset.

Technical Requirements:

• Microsoft products and operating systems, including Word, Excel, Outlook, SharePoint, and PowerPoint.
• Genesys Cloud CX is an asset.

Language Skills:

English and French (both written and verbal). Over 80% of New Era’s clientele is English-speaking.

Work Environment:

This position is remote.

Physical Requirements:

Able to work in a seated position for long periods and type at least 30 to 40 words per minute.

Expected Work Schedule:

Minimum of 20 hours per week — Monday to Friday, day and evening shifts (8 AM to 8 PM rotation). Flexibility to increase hours up to 37.5 hours per week based on client needs. Occasional overtime may be offered to meet client requirements.

Travel:

None.

Benefits and Compensation:

• Benefits:
  • Computer equipment provided.
  • No sales or canvassing activities.
  • Minimum of 20 hours per week, Monday to Friday. Flexibility to work up to 37.5 hours occasionally as needed.
  • Dynamic work environment and great team.
  • Paid training.
  • Quick integration.
• Compensation:
  • Starting salary: $20 to $22 per hour (CAD).
  • Two paid sick days (after 3 months of employment).
  • Two weeks of vacation.
  • RRSP plan (available after 6 months of employment).
  • Paid holidays.
  • Group insurance (offered after 3 months).