Client Representative, Customer Solutions Bell

4 weeks ago

Montréal, Canada CUSTOMER EXPERIENCEEXPRIÉNCE CLIENT Full time

Req Id: 407787

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.

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

**Name and description of hiring department**:
The Bell Business Support Centre (BBSC) is a multifunctional team of competent and dynamic team members. This team is charged with delivering a best in class Customer Experience to our customers in BBM business segments.

The Bell Business Support Centre Level 1 Client Representative will be the main point of contact for customer calls to Bell through our 1-888-788-BELL entry point.

**Job duties / Accountabilities**:

- Respond to customer calls and inquiries related to billing, products and services
- Issue orders and update customer profiles in different tools as required
- Reinforce customer relationship by interpreting their requirements in order to address their requests and seize opportunities to promote the benefits of doing business with Bell
- Listen to customer concerns, perform research and analysis of the information received to resolve customer inquiries and address problems to their satisfaction
- Be the customer advocate; Focus on first call resolution to minimize call transfers and hand offs to other departments whenever possible
- leverage existing processes to ensure request is followed through completion

**Essential Qualifications / Competencies**:

- Bilingualism French & English
- In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
- Experience in a call center environment
- Comfortable communicating with customers on live calls and in writing
- Professionalism and ability to delight customers and build long term relationship
- Positive attitude in the face of difficult situations and high energy
- Ease in understanding and quickly assessing customer inquiries and customer account status
- Able to make quick decisions and propose innovative solutions to customer inquiries and concerns
- Able to identify and close retention and sales opportunities, as required
- Able to coordinate multiple priorities simultaneously, with demanding timelines
- Adaptable; thrives in an evolving environment and is comfortable with change
- Able to maintain professional interactions at all times with customers and internal partners
- Committed to delivering best in class Customer Experience; belief in the value of Bell Business Markets products and solutions

**Preferred Qualifications / Competencies**:

- Experience dealing with customer escalations
- Knowledge of BBM products and various business solutions (including voice, Internet, IP, data, broadband and value-added) and their related tools and processes
- MS Office suite intermediate knowledge

**Working Conditions**:

- Hours of Operation: Monday to Friday 8AM to 6PM
- Available to work 37.5 hours per week
- Scheduling managed by the WFM team

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Union
**Job Status**:Temporary - Part time
**Job Location**:Canada : Quebec : Montreal || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
**Flexible work profile**:Remote
**Application Deadline**:02/28/2023

All team members are expected to reside in Canada and within a reasonable commuting distance from their work location to ensure that they are able to come to the office as required, whether the visit is planned or unplanned.

Created: Canada, QC, Montreal

**Bell, one of **Canada's Top 100 Employers.

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