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Customer Service Representative ~ Etobicoke, Ontario ~ Nevian Consulting & Placement Services
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Customer Service Representative
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The position of Customer Service Representative is an essential part of Customer Care reporting to the Supervisor of Customer Care and Call Center Operations.

 Responsibilities

  • Promptly respond to customer inquiries by telephone and e-mail in an inbound call center environment utilizing the phone queue and email inbox systems, ensuring that customer questions are answered accurately and professionally.
  • Resolve and follow-up on 1st level escalations relating to technical, sales, billing, customer care etc.
  • Comfortable with level 1 troubleshooting of hardware/network/service problems in a wireless communications environment
  • Navigating computerized systems and accurately entering data
  • Creating client accounts and promoting company products, features and benefits.
  • Evaluate account status inquiries at point of contact. Preform financial and non-financial adjustments as required.
  • Minimizing client cancellations
  • Meeting monthly customer service, productivity and compliance targets
  • Responsible for remaining current on all company processes and procedures
  • Responsible for qualifying clients under the appropriate group
  • Stay informed of all new products & services and changes in technology to ensure customer responses are thorough and accurate

 Qualifications

  • Minimum 3-5 years working in a customer service related position
  • Previous Call Centre experience is required
  • Reliable, available to work anytime between 8:00am and 6:00pm Monday to Friday, occasional evening, weekend or holiday coverage as required
  • Strong English, verbal and written communication skills (business, telephone and written etiquette). Conversational and personable.
  • French verbal and written communication skills desired but not required.
  • Able to work with minimal supervision
  • Understanding of wireless (voice and data) technology as well as remote messaging technology.
  • Excellent problem assessment and problem solving skills
  • Ability to handle difficult customer situations and drive positive customer experience
  • Excellent time management and organizational skills. Adaptable to changing environments
  • Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude
  • Strong working knowledge of Microsoft Office suite. Excellent computer navigation skills
  • Post-secondary diploma or equivalent experience.
  • English [Advanced]


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