Customer Experience Specialist

4 months ago

Gloucester, Canada net2phone Canada Full time

net2phone Canada is seeking a tech-savvy, ambitious, customer-focused individual who likes to solve problems and wants to provide a world class customer experience. As a Customer Experience Specialist, you will join our award-winning team that is obsessed with short wait times, first call resolution, and friendly customer service.

You will work with customers to help guide them through a variety of challenges. Most interactions are quick and simple, but you’ll often be required to think critically to determine the issue that’s affecting a customer’s VoIP service. The pace is fast and the expectations are high, leading to a truly rewarding experience.

**What we’re looking for**:

- The ability to support several VoIP platforms within the net2phone Environment (Our Client portal, Conference System, Faxing Utilities etc.)
- Attention to detail. Utilizing tools available to you such as net2phone's online portal and cloud-based tools such as Salesforce you will own your work from beginning to end, tracking all activities along the way.
- Clear communication in English. You will be supporting Canadian businesses over multiple mediums (Chat, Phone and E-mail)
- Previous customer service experience. Retail, Hospitality, Call Center Support are just a few examples of where successful Support Specialists have come from.
- Hustle, a positive attitude and the desire to grow. We are a high-performance, customer-centric culture and we want employees to love what they do.
- Basic computer skills. Prior VoIP experience not required.

**Bonus points if you**:

- Are bilingual in French and English
- Have used a CRM to track your customer activity (i.e. Salesforce)
- Can troubleshoot desktop and network issues
- Studied technology, or have a tech hobby
- Have worked at a Helpdesk in the past

**What this role has to offer**:

- Potential career growth. Customer Experience Specialists develop strong technical and personal skills such as troubleshooting, project management, and conflict resolution, offering opportunities for advancement, especially in the SaaS industry.
- Opportunity to work with Canadian businesses while being a part of a global company.
- Skill development and mentorship. You will learn how to provide an exceptional customer experience while juggling numerous tasks in an environment that is high-performing and nurturing.
- Latest and greatest technology. Not only will you become a net2phone expert, but you will also become well-versed in a variety of industry-leading SaaS tools.
- A ‘no silo’ approach to team collaboration. You’ll work with high-performing members from every department in the organization to achieve our transparent team objectives.
- A voice. You’ll be relied upon to provide input into how we can operate more efficiently and drive change in the Support department.

**What net2phone has to offer**:

- Competitive compensation and vacation
- Annual Health and Wellness benefits
- Optional insurance
- A no-stigma approach to mental health and well being
- remote/telecommute positions

This role is Monday to Friday work week for 37.5 hours a week, within the working hours of 8am
- 6pm EST

**Job Types**: Full-time, Permanent

**Salary**: $43,000.00-$46,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

COVID-19 considerations:
Masking is optional, but social distancing is encouraged. Cleaning nightly.

**Experience**:

- Customer service: 1 year (required)

Work Location: Hybrid remote in Gloucester, ON

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