Customer Service Representative

3 months ago

Stouffville, Canada telMAX Full time

**About telMAX Inc.**:
telMAX has been designing and building a cutting-edge telecommunications platform using the most advanced technology available. Recognized for two consecutive years as Canada’s Fastest ISP, telMAX has ambitious plans to bring its 100% fibre networks to residential and business customers in Ontario.

**Your Position & How You Will Contribute**:
Based in York Region - reporting to the Customer Service Team Lead, the Customer Service Representative is responsible for delivering exceptional customer service experiences in a fast-paced, multi-tasking environment. You will independently and collaboratively manage accurate transactions, handle collections, and maintain detailed records while demonstrating excellent problem-solving abilities. Your role involves keeping customers informed, addressing inquiries about telMAX’s products and services, and responding to network events using monitoring tools. Continuous learning and adaptation to system enhancements are crucial to efficiently managing customer requests.

**Responsibilities & Key Duties include**:

- Provide telMAX customers with an extraordinary customer service experience.
- Operate well both independently and in a team in a fast paced, multi-tasking environment while maintaining accuracy and attention to detail.
- Complete accurate transactions in a timely manner.
- Handle collections activities on overdue accounts.
- Be organized, determined, persistent and demonstrate exceptional problem-solving abilities.
- Demonstrate a high level of attention to detail.
- Thorough knowledge of the company’s products, services, and promotions.
- Display excellent verbal and written communications skills.
- Keep the customer informed of work to be done.
- Continue to learn and understand telMAX’s products and services to promptly respond to customer inquiries regarding software usage/features, monitoring, installation, maintenance and troubleshooting.
- Proactively respond to network events reported on monitoring tools in the Customer Support Centre and document all interactions and/or escalations and troubleshooting steps taken.
- Continually train on proprietary system enhancements to manage customer requests more efficiently and effectively.
- Have sound practical judgment of priorities and time management.
- Stay informed about the latest updates and changes in telecom products and services.
- Demonstrating commitment to stay up to date with work processes, policies and company information.
- Ensuring all customer information and issue resolutions are accurately recorded.
- Carefully following procedures and protocols to avoid mistakes.
- Strategically and effectively calm down customers, negotiate and find mutually acceptable and satisfactory resolutions.

**Attributes**:

- Attentive listening to understand customer issues fully before responding.
- Capability to analyze problems and identify the best solutions.
- Ability to use available resources and tools to resolve customer issues effectively.
- Showing understanding and compassion for customer concerns and frustrations.
- Remaining calm and patient, especially when dealing with difficult or irate customers.
- Ability to adapt to new technologies, processes, and policies quickly.
- Managing multiple tasks efficiently without compromising on quality.
- Ability to build a positive relationship with customers to foster trust and loyalty.
- Working well with other team members and departments to resolve customer issues.
- Managing time effectively to handle a high volume of customer interactions without compromising service quality.
- Identifying and focusing on the most critical issues first.
- Possess multitasking abilities.
- Demonstrated ability to problem solve in a fast-paced environment.
- Strong attention to detail, patience, and good active listening skills.

**Education**:

- High School Diploma or equivalent required.
- Associate degree in Communications, Business, or related field preferred.
- Relevant customer service certifications is an asset.

**Experience**:

- Applicants must be bi-lingual Mandarin and/or Cantonese and English.
- Prior experience in a call centre environment, or experience handling customers over the phone.
- Prior experience in telecommunications considered an asset
- Proficiency in, CRM, Billing Systems and Microsoft Office Suite (i.e. Word, Power Point, Excel, Outlook)
- Technical Proficiency with troubleshooting and connecting customers.
- Passionate about providing world class customer service and sales solutions.
- Must be accountable to work schedules, and have flexibility to work evenings and weekends based on business needs
- Capability to diagnose and resolve technical issues related to connectivity, devices, and network problems.
- Strong ability to explain technical information in a clear, concise, and easy-to-understand manner.

**Why you Should Join telMAX Inc.**

We are a dynamic fast-growing organization that encourages personal g

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