Représentant(e) service client à distance pour une entreprise de télécommunications. Réponse aux demandes, résolution des plaintes et gestion des abonnements en français et en anglais.
About the role
- Part-time representative supporting employer-sponsored savings and retirement-plan customers for New Era Technology. Handling inquiries, transactions, complaints, and secure client support remotely.
Responsibilities
- Respond to participant inquiries about employer-sponsored savings and retirement plans
- Assist clients with withdrawals, deposits, and retirement rollovers
- Provide general information about the organization
- Refer clients to specialists when needed
- Receive, understand, resolve complaints, and offer solutions
- Provide support and guidance while complying with internal policies
- Perform additional related tasks as assigned by the Service Manager
- Maintain strong client relationships through follow-up
- Identify and suggest improvements to enhance services
- Adhere to information security policies protecting data availability, integrity, and confidentiality
- Work under the BPO Team Lead, within the stated BPO management hierarchy
Requirements
- High school diploma or equivalent
- 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone
- Hands-on experience with ticketing systems and high-volume call handling is a significant plus
- Good working knowledge of the Office Suite
- Comfortable with technology
- Group Savings and Retirement product knowledge is an asset
- Strong, clear and effective English and French written and verbal communication skills
- Fluency in French and English, spoken and written
- Ability to work sitting down for a long period of time
- Ability to type at least 30–40 words per minute
- Microsoft Word, Excel, Outlook, SharePoint, and PowerPoint knowledge
Benefits
- Computer equipment provided
- No sales or solicitation
- 37.5 hours per week, Monday to Friday
- Dynamic work environment and great team
- Paid training
- Quick onboarding
- Two paid sick days (after 3 months of employment)
- Two weeks of vacation
- RRSP program (available after 6 months of employment)
- Paid holidays
- Group insurance (available after 3 months)
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