Customer Service Representative, Help/Escalation Desk

Req Id: 410484
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
Posting Details
Job Title: Customer Service Representative, Help and Escalation Desk
Job location: 1 Alexander-Graham-Bell, Verdun, Québec
Job status: Regular full-time
Name And Description Of Hiring Department
The Bell Medium Sales Center of Excellence team is a skilled, dynamic, and versatile group responsible of supporting all sales representatives from the Medium business market and the escalations.
Job Duties/accountabilities

• Distribute and manage follow-ups
• Produce feedback for agents and front-line teams.
• Communicate by phone or email with customers and partners to inform them of the status of their requests.
• Collaborate with the sales team to deliver first-class service while preventing complaints and increasing revenue in adequately supporting seller queries submitted via Webex Chat
• Search for information to resolve problems (tools, legislation, contract terms, conditions, billing, resources from other groups, etc.), analyze root causes (Bell’s or the client’s responsibility) and identify strategies and solutions in compliance with business rules. Clearly document all process steps from receipt to conclusion.
• Respond to escalated requests or complaints from VPs as well as other groups and individuals.
• Respond to information requests from customers received through the Webex chat.
• Identify opportunities for process improvements, to prevent customer complaints and escalations.
• Prioritize requests based on complexity.

Critical Qualifications/competencies

• Extensive knowledge of small and medium business products and business solutions and related processes
• Ability to understand and process training content, information and lessons learned, and to use various applications
• Ability to consistently establish solid professional relationships with internal and external customers and partners
• Excellent management of priorities (organization and planning)
• Ability to manage several tasks at once
• French, Fluent in the language with no major restrictions
• Recent experience as a customer service representative with the Small and Medium or Medium Business Markets.
• Autonomy and initiative
• English, Fluent in the language with no major restrictions
• Positive attitude in the face of difficulties (difficult or unhappy clients)
• Strong desire to help co-workers, agents and customers
• Ability to quickly understand and evaluate client accounts and requests and to make fast innovative decisions while respecting business rules.
• Strong abilities in active listening, empathy and win-win negotiations.
• Adaptability and ability to manage change (continually changing priorities/tasks)

Preferred Qualifications/competencies

• Intermediate knowledge of MS Word
• Intermediate knowledge of MS Outlook
• Advanced skills in SAP, iRequest, EOM, Business NM1, SIP CIP, IPACT, BTC, RTT applications
• Experience with escalations
• Intermediate knowledge of MS Excel

Working Conditions

• Work schedule: Monday to Friday, 8 am to 5 pm
• Office days are mandatory and are Monday, Wednesday & Thursday (Subject to change)

#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: UnionJob Status: Regular - Full TimeJob Location: Canada : Quebec : VerdunFlexible work profile: Mobile
Application Deadline: 06/25/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, QC, Montreal
Bell, one of Canada's Top 100 Employers.
410484