Escalation Agent/specialist
1 week ago
*English version below*
Carry Telecom est une entreprise fournissant des services au Canada tels que l'internet, les services VOIP, IPTV etc. Nous avons été classés #28 des meilleures nouvelles entreprises de croissance du Canada de 2019 et #62 de 2020 par Startup. Le Startup sert de compagnon au classement Growth 500 des entreprises canadiennes à la croissance la plus rapide. Nous démontrons fièrement notre engagement envers l'innovation, le leadership et le succès, qui provient des efforts de collaboration de notre équipe.
Nous sommes à la recherche d'un agent d'escalade bilingue pour joindre notre équipe
**Responsabilités**:
- Prendre l'appel d'escalade en français et fournir une solution pour résoudre les plaintes et les demandes des clients
- Participer au processus de gestion des incidents (identification et classification des incidents, investigation des problèmes, solutions aux incidents et escalade)
- Gérer de grandes quantités d'appels entrants et sortants en temps approprié
- Enregistrer et entrer les activités d’appel dans un logiciel de système d’information
- Assister les clients en répondant à leurs demandes concernant nos services et commandes
- Fournir un excellent service clientèle à tout moment.
- Doit être disponible pour effectuer divers quarts de travail influencés par les besoins de la compagnie
- Communiquer de manière appropriée avec les clients fâchés pour résoudre leurs demandes
- Être un joueur d’équipe dans un environnement dynamique, et changeant
- Participer à des cours de formation supplémentaires au besoin.
- S'acquitter d'autres tâches selon les besoins et les instructions du superviseur ou du responsable
- Solides aptitudes à la négociation et au traitement des objections
- Excellentes compétences en communication: écrite et verbale
- Grande éthique de travail, ponctuelle, compétitive et bien concentrer sur le service à la clientèle
**Qualifications**
- 1-3 ans expérience en service à la clientèle et d’escalade
- Solides compétences en communication et en matière de service à la clientèle et de relations interpersonnelles
- Solides compétences en matière d'analyse et de résolution de problèmes
- Capacité à suivre avec précision des instructions de travail techniques écrites
- Doit être bilingue en français et en anglais
- Expérience avec l’informatique, les ventes et de la facturation est un plus
- Connaissance de Microsoft Windows et d’Office 365
- Connaissance de CCTS, CRTC et BBB est un avantage
- Expérience dans un environnement de centre d’appels est un avantage
**English Version**
Carry Telecom is a company providing Canada services such as internet, VOIP services and IPTV. We have been ranked #28 Canada’s Top New Growth Companies of 2019 and #62 of 2020 by Startup. The Startup serves as a companion to the Growth 500 ranking of Canada’s Fastest-Growing Companies. We proudly demonstrate our commitment to innovation, leadership, and success, which comes from the collaborative efforts of our team.
We are currently looking for a bilingual escalation agent to join our team
**Responsibilities**:
- Take the escalation call in French and provide a solution to resolve customer complaints and requests.
- Participate in the incident management process (incident identification and classification, problem investigation, incident resolution and escalation)
- Handle large volumes of inbound and outbound calls in a timely manner
- Record and enter call activity into information system software
- Assist customers by responding to their inquiries regarding our services and orders
- Provide excellent customer service at all times.
- Must be available to work a variety of shifts as influenced by company needs
- Communicate appropriately with angry customers to resolve their requests
- Be a team player in a dynamic, changing environment.
- Participate in additional training courses as needed.
- Perform other duties as required and directed by supervisor or manager
- Strong negotiation and objection handling skills
- Excellent communication skills: written and verbal
- Strong work ethic, punctual, competitive and well focused on customer service
**Qualifications**
- 1-3 years of customer service and escalation experience
- Strong communication, customer service and interpersonal skills
- Strong analytical and problem solving skills.
- Ability to accurately follow work instructions.
- Must be bilingual in French and English
- Computer literacy, sales and billing knowledge a plus
- Knowledge of Microsoft Windows and Office 365
- Knowledge of CCTS, CRTC and BBB is an advantage
- Experience in call center environment is a plus
**In person only.**
**Job Types**: Full-time, Casual
**Salary**: $20.00-$22.00 per hour
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- On-site parking
- Vision care
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend ava
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