Customer Service Representative, Help/escalation - Verdun, Canada - Bell Canada

Bell Canada

Verified Company

Verdun, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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:

Collaborate with the sales team to deliver firstclass service while preventing complaints and increasing revenue in adequately supporting seller queries submitted via Webex Chat
Respond to information requests from customers received through the Webex chat.
Respond to escalated requests or complaints from VPs as well as other groups and individuals.
Prioritize requests based on complexity.
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.
Identify opportunities for process improvements, to prevent customer complaints and escalations.
Produce feedback for agents and frontline teams.
Distribute and manage followups

Critical qualifications/competencies:

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

Preferred qualifications/competencies:

Intermediate knowledge of MS Excel
Intermediate knowledge of MS Word
Intermediate knowledge of MS Outlook
Experience with escalations

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:
Union

Job Status:
Regular - Full Time

Job Location:
Canada : Quebec : Verdun

Flexible work profile:
Mobile

Application Deadline:06/25/2023

Created:
Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.