Oxio Customer Care Agent

2 weeks ago

Burlington, Canada Cogeco Connexion Inc Full time

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:
Regular

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 servicesAssists 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.General understanding of broadband, telecom, cable and internet industries is an asset.- PHYSICAL DEMANDS AND VISUAL ACUITY- n/a- At oxio, diversity is an essential asset to our organisation’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location:
Burlington, ON

Company:
Cogeco Connexion Inc

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and

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