Part - time representative supporting employer - sponsored savings and retirement - plan customers for New Era Technology. Handling inquiries, transactions, complaints, and secure client support remotely.
About the role
- 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.
Responsibilities
- Respond to customer inquiries regarding their telecommunications plans and services.
- Assist customers with telecommunications products and issues they encounter.
- Review customer accounts and assess their needs.
- Provide general information about the organization.
- Direct customers to specialists when necessary.
- Receive, understand, and resolve complaints, and propose solutions.
- Advise customers and recommend products and services suited to their needs.
- Provide information about current products, services, and promotions.
- Schedule and confirm appointments with customers.
- Create, complete, and correct order forms according to customer requests.
- Identify and suggest improvements to optimize services.
- Comply with the information security policy to ensure the availability, integrity, and confidentiality of data.
- Perform other duties as required.
- Report directly to the BPO Team Leader.
Requirements
- High school diploma or equivalent.
- 1 to 3 years of customer support experience, with a particular focus on creating support tickets and resolving customer issues by phone; hands-on experience with ticketing systems and managing a high volume of calls is a strong asset.
- User experience and solid working knowledge of the Microsoft Office suite.
- Comfortable working with technology.
- Knowledge of telecommunications products is an asset.
- Strong written and verbal communication skills in English and French.
- Fluency in French and English, both spoken and written.
- Ability to remain seated for extended periods.
- Typing speed of at least 30 to 40 words per minute.
- Proficiency with Microsoft products and operating systems, including Word, Excel, Outlook, SharePoint, and PowerPoint.
- Experience with Genesys Cloud CX is an asset.
Benefits
- Computer equipment provided.
- No sales or cold-calling responsibilities.
- 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.
- Fast onboarding.
- Two paid sick days after three months of employment.
- Two weeks of vacation.
- RRSP plan available after six months of employment.
- Paid statutory holidays.
- Group benefits available after three months.
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