Oxio Customer Care Agent

6 months ago

Burlington, Canada Cogeco Connexion Inc Full time

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
ACCOUNTABILITIES- Provides day-to-day customer service and support functions to current and prospective oxio customers- Provide support to customers by offering creative or standard solutions which drive optimal customer outcomes- Troubleshoot scenarios with other agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators- Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g. growth, churn)- Embrace and support a culture of performance, personal accountability & collaboration among peers- Identify and propose ways to improve employee satisfaction and experience- Promotes and up-sells products and services with each customer contact for new and existing customers and processes the order.- Answers customer chat inquiries. Offers customised solutions and options while responding to questions or problems that are raised by the customer while meeting and/or exceeding departmental quality and service targets.- Highlights the features and benefits of our services and products and confidently handles competitive issues with an approach that will incite customers to choose oxio as their exclusive service provider.-
- Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services-
- Assists with other departmental requests as required and performs special projects as assigned.- Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.- Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.

It is a work-from-home opportunity available throughout Canada.

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

Flexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays when scheduled.

As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING
- High school diploma required.
- Post-secondary education preferred

WORK EXPERIENCE

Minimum 1-3 years’ experience in a sales and

customer service environment, preferably in the call

center industry.

SPECIFIC COMPETENCIES
- Strong communication skills (written and verbal).
- Proven speed and accuracy in typing
- Proven customer service skills
- Performance at a high standard and consistently

meets all KPI expectations
- Demonstrated interpersonal skills with a winning

customer service attitude and professional digital

communication etiquette
- Detail-oriented with the ability to analyse and

troubleshoot customer issues.
- Self-motivated with the ability to take initiative and

resolve problems independently. Monitors own quality

of work.
- Open to change with a learning attitude towards work

and to contribute to teams.
- Prior inbound / outbound chat sales and/or telephone

sales experience is required. Must have previous

experience working PCs and demonstrated

navigation abilities within a Windows environment.

preferred.
- General understanding of broadband, telecom, cable

and internet industries is an asset.
- Flexibility required with respect to hours of work as

the incumbent may be required to work rotating shifts

in a 24/7 environment including days, evenings,

weekends and general holidays. Hours of work are

Location:
Burlington, ON

Company:
Cogeco Connexion Inc

Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.

En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que de

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