Customer Services Specialist

3 weeks ago

Kanata, Canada Pomegran Inc. Full time

**Version française ci-dessous**

**Job Overview**

During the provisioning of services, the Customer Services Specialist is the single point of contact (SPOC) representing the customer while coordinating, troubleshooting, scheduling, and resolving provisioning issues with internal and external delivery partners.

The Customer Services Specialist will assist customers with post-sales support related to account modifications, billing inquiries, cancellations, retentions, and other general inquiries. Core to this position is the responsibility and ability to retain customers and their related services in addition to resolving issues/inquiries.

**Responsibilities**
- Responsible for the coordination, scheduling, and execution of the customer onboarding process to steady state support while setting and managing expectations through exemplary communication guaranteeing an exceptional onboarding customer experience.
- Responsible for all the communication related to the onboarding order and documentation within the order/ticket management system.
- Support day-to-day matters such as: account modifications, billing inquiries, adjustments, hardware returns, additional services, and customer complaints within documented SLOs.
- Serve as the customer’s advocate managing and coordinating with various teams to ensure each issue and/or inquiry is resolved quickly whilst communicating with the client during this resolution.
- Assist in the creation of customer records and maintain client information, using approved tools including Call tracking notes and tickets, work order notes, etc.
- Consistently provide a high level of customer satisfaction - CSAT.

**Skills**
- Strong customer service skills with the ability to communicate effectively in English and French.
- Excellent phone etiquette and interpersonal skills to build rapport with customers.
- Ability to analyze situations quickly and provide appropriate solutions.
- Proficient in data entry with attention to detail for accurate record keeping.
- A proactive attitude towards learning new systems and processes related to customer service operations.

Join us in delivering outstanding service that makes a difference in our customers' lives

**Présentation du poste**

Au cours de l'approvisionnement des services, le spécialiste des services à la clientèle est le point de contact unique (SPOC) représentant le client tout en coordonnant, dépannant, planifiant et résolvant les problèmes d'approvisionnement avec les partenaires de livraison internes et externes.

Le spécialiste du service à la clientèle assiste les clients dans le cadre de l'assistance après-vente en ce qui concerne les modifications de compte, les demandes de facturation, les annulations, les rétentions et d'autres questions d'ordre général. Au cœur de ce poste se trouvent la responsabilité et la capacité à conserver les clients et leurs services connexes, ainsi qu'à résoudre les problèmes et les demandes de renseignements.

**Responsabilités**
- Responsable de la coordination, de la programmation et de l'exécution du processus d'intégration des clients à l'assistance permanente, tout en définissant et en gérant les attentes grâce à une communication exemplaire garantissant une expérience d'intégration exceptionnelle pour le client.
- Responsable de toute la communication liée à la commande d'accueil et à la documentation dans le système de gestion des commandes/tickets.
- Répondre aux contacts entrants des clients, soit par l'intermédiaire d'une file d'attente d'appels, soit par courriel, et assurer le suivi du travail par l'intermédiaire d'un système de billetterie.
- Prendre en charge les questions quotidiennes telles que les modifications de compte, les demandes de facturation, les ajustements, les retours de matériel, les services supplémentaires et les réclamations des clients dans le cadre des objectifs de service documentés.
- Servir de défenseur du client en gérant et en coordonnant avec différentes équipes pour s'assurer que chaque problème et/ou demande est résolu rapidement, tout en communiquant avec le client pendant la résolution du problème.
- Aider à la création de dossiers clients et maintenir les informations sur les clients, en utilisant les outils approuvés, y compris les notes et tickets de suivi des appels, les notes sur les ordres de travail, etc.
- Aider à la création de dossiers clients et maintenir les informations sur les clients, en utilisant les outils approuvés, y compris les notes et tickets de suivi des appels, les notes sur les ordres de travail, etc.
- Assurer en permanence un niveau élevé de satisfaction de la clientèle - CSAT.

**Compétences**
- Solides compétences en matière de service à la clientèle et capacité à communiquer efficacement en anglais et en français.
- Excellente étiquette au téléphone et compétences interpersonnelles pour établir des relations avec les clients.
- Capacité à analyser rapidement les situations et à fournir des solutions appropriées.
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