Customer Success Coordinator - Ottawa, Canada - net2phone Canada

net2phone Canada

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

What we do.
We are a VoIP telecommunications provider for businesses in Canada.

We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.
Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

What you'll do.

As a member of the Onboarding and Fulfillment Team, you are ultimately responsible for contributing to the long-term retention of net2phone Canada clients.

The goal of every interaction is to exceed expectations and recognize risks, as well as opportunities.

Customer Success Coordinators (CSC's) fulfill client requests in accordance with our internal SLA.

You are both a client advocate and advisor, informing them of their options and evaluating if they require additional information.

You will work with all Client Services teams to ensure clients are taken care of in a friendly and efficient manner.

Not only will you be a product expert, but you will be trusted with client configurations where accuracy is paramount.

Special projects are a regular occurrence for CSC's.

Other responsibilities include, but are not limited to:

Processing order requests for service removals and additions.
Assisting with account configurations, rebuilds, fixes etc.
Shipping and receiving of product orders.
Processing hardware returns
Processing phone/fax number ports (inbound and outbound)
Suspending services
Managing inoffice and CRM inventory
Assisting with service audits, billing and account closures.

As a Customer Success Coordinator, you will succeed if you are process-driven and customer-focused.

The growth plan for this position allows the following experience to be gained:

Designing, documenting, and maintaining internal processes
Identifying opportunities to increase efficiency, customer satisfaction, or both
Price, term, and product negotiation skills
Deep understanding of SaaS operations
Overall development of the Customer Success department
Custom / oneoff project management
Proactive customer success strategy
Expertise with industryleading SaaS tools

Nice to Haves

Prior Customer Service experience
Bilingual (English / French)

You can't handle the perks

Strong work/life balance
Inoffice snack and beverage bar and occasional provided lunches
Winter hockey rink and summer patio in the backyard
Fun virtual events (and in office when permitted)
Beer O'Clock Fridays (in office)
Dog friendly office environment

- $2000 in health & wellness benefits

Job Type:
Full Time, Maternity Coverage Contract, 12 months

Schedule:
Monday to Friday 9am-5pm EST

Compensation: 45,000-47,000 CAD annually

**This is an in-office full-time position
- we want you to be in the middle of all the action