Customer Service Representative- Telecom

Title: Customer Service Representative- Telecom

Location: Remote, Canada

Type: Contract

Introduction:

Join a rock-solid organization as our client’s next Customer Service Representative and sit at the center of projects that drives decisions. You’ll help one of Canada's most trusted Telecom leaders in the mobile satellite sector work on the latest project, and be rewarded with great opportunities.

Job description:

• Stay informed of competitors and related industries
• Handle and resolve customer requests related to billing, account changes, and basic technical support/troubleshooting
• Meet both personal and team-based monthly SLAs, Productivity targets and Quality standards.
• Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone).
• Stay updated on all operational systems, processes, and procedures, as well as company policies.
• Maintain a working knowledge of company products and services. Opportunity to specialize in certain operational processes will be encouraged
• Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes
• Maintain effective and harmonious working relationships with peers and other company staff
• Prioritize tickets accordingly based client's operational processes as well as sound judgement.
• Ensure a positive, accurate and professional customer experience.
• Work on various customer-related special projects from time to time, as necessary
• Promote company products, features, and benefits through consultative customer qualification
• Attend and participate in company events and team meetings (primarily in a virtual capacity, although staff will be encouraged to participate in any events at the nearest regional office, as permitted.)

Key points/Highlights:

• 1 – 2 years experience in a Customer Support-related position.
• Able to handle difficult customer situations and arrive at a positive resolution.
• Strong communication skills (verbal and written). Conversational and Personable.
• Post-secondary diploma or equivalent experience required.
• Comfortable working remotely as part of a global team. Access to broadband internet is required.
• Strong working knowledge of Microsoft Office suite. Excellent computer and website navigation skills..
• Excellent time management and organizational skills. Able to work with minimal supervision. Adaptable to new workflow and changing environments.
• Enthusiastic and self-driven. A team player who looks to contribute in several areas within the operations and exceed normal job expectations.
• Comfortable working with wireless technology in a mobile satellite/wireless/messaging world.
• Natural aptitude for technology. Skillful, knowledgeable, and driven to learn more about the satellite communications industry.
• Resourceful and self-reliant with strong analytical, problem-assessment and problems-solving skills.

Assets:

• Experience with Helpdesk software (eg. Zendesk)
• Fluency in other languages considered a strong asset (French, Spanish, German)
• Experience with supporting technical products (software, hardware) as well as global brands

We are an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

Apply now—we look forward to meeting you!!!!