Wireless Client Care Help Desk - Montréal, Canada - BELL BUSINESS MARKETS

BELL BUSINESS MARKETS

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req Id: 409209

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.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada's Best National Network.

We love to innovate, embrace big challenges, and live for the newest technology

Number of opening: 1

Contribution Path/Salary Scale:
Grade 7

Job locations:
Agents are to live/work within 2 hours of closest office location to them

200 Boul. Bouchard, Dorval, Qc.
1, Alexander-GrahamBell, Verdun, Qc.
5099 Creekbank Rd. Mississauga, On.
2980 Virtual Way, Vancouver BC.

Summary

Key Responsibilities:

Coaching WCC representatives on policies and procedures.
Participate in the creation of National & Regional Communication documents.
Proficiency in OneSource / BPI including providing updates when needed
Troubleshooting and handling escalated billing issues for corporate accounts
Ongoing development of corporate processes
Liaison with specialist when required for complex issues; e.g Amdocs, NM1 billing Specialist, Corporate Self Serve / eReporting, Pricing and DEV Team
Identification of process gaps and opportunities based agent feedback or escalations

Essential Requirements and Competencies:

Bilingualism is required, French and English, fluent in both languages
Professional relationships with French and English speaking customers across Canada
Excellent time management skills
Skills in order to manage multiple projects with varying timelines
Ability to manage communication with shifting set of stakeholders
Demonstrated persistence, integrity & attention to detail
Problem solve under pressure including developing temporary creative solutions
Effective Communication and Interpersonal skills
Demonstrated skills in decision making, problem solving, and ability to work well under pressure.
A minimum of one year with Bell Mobility
Minimum "Meet Expectations" on most recent Objective Performance
Strong leadership attributes, effectively able to communicate and represent the WCC in a professional and effective manner
Must be analytically inclined
Always positive when called upon for escalations resolution; from colleagues, WCC reps, managers, or external customers
Available to work between 8:00am 8pm EST, Monday to Friday

Preferred Requirements

Knowledge in corporate client billing infrastructure, eReporting & CSS
Working knowledge of the wireless billing system NM1/CSM, Sales Force, Singleview
Working knowlege of SmartPath, Salesforce, NCMS2, CCC Portal
Good knowledge of corporate policies and procedures

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Non Management

Job Status:
Regular - Full Time

Job Location:
Canada : Quebec : Dorval || Canada : British Columbia : Vancouver || Canada : Ontario : Mississauga || Canada : Quebec : Verdun

Flexible work profile:
Remote

Application Deadline: 05/28/2023

Created:
Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.