Customer Experience Specialist

7 months ago

Ottawa, Canada net2phone Canada Full time

**What we do.**

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

**Who we are.**

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.
- Forget the 45 minute hold times
- we average 1 minute wait times to reach a live, Canadian based support specialist. _

**About the role.**
Versature Communication Corp o/a 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

Join us and be a part of an evolving Customer Support team
- where your input is not only valued, but incorporated into our daily work.
- Would you like to start work every day knowing you’re helping bring solutions to Canada's leading businesses?
- Do you love overcoming challenges and solving problems?
- Are you curious and like to continuously learn?
- Are you adaptable and can change direction with ease when needed?
- Can you manage multiple detail-oriented tasks without breaking a sweat?
- Most importantly...Do you want to work with a brilliant team of high-performers who have a lot of fun together?

**What you’ll do.**
- Arrive at your work-from-home set-up with time to review past cases and brew your preferred coffee or tea.
- Be logged into the call queue for your specified start time.
- Review cases waiting on responses from clients and follow up with those who have open cases.
- Properly track actions taken and work performed in Salesforce to ensure proper communication with our clients and the team.
- Escalate issues beyond your scope of troubleshooting to both our Level 2 team and Escalation Manager and keep the client updated on its progress.
- Attend Weekly one on one meetings with your supervisor to review performance and receive coaching
- Be available for 24/7 on-call support on your scheduled rotation. (Approximately 1 week every 2 months)
- Review cases at the end of the day to ensure we meet our client SLA’s.
- Work with teammates to gain further understanding of the system as well as to provide timely responses to our clients.
- Help create a positive work environment and respect all staff, equipment, and office spaces.
- Follow net2phone Canada guidelines with regard to protecting account security and privacy.

**What you need to be a Customer Experience Specialist with us.**
- 1+ years of customer service/experience
- Outstanding organizational skills with a strong attention to detail
- French-English Bilingualism required.
- Never-ending curiosity (you’re going to meet a lot of different businesses)

**What we offer.**
- Join an amazing team culture that values work-life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- $2,000 in health & wellness benefits

**Job Type**: Full Time

Schedule: Monday to Friday 8am-6pm EST, with varying shifts within these working hours. On-call shifts are scheduled on rotation for after hours coverage, approximately 1 on-call shift every 2 months.

Compensation: $ 43,000-47,000 CAD

This is an in-office hybrid position - with the potential to work remotely 2-3 days a week
- we want you to be in the middle of all the action

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible.

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

Pay: $43,000.00-$47,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Flexible Language Requirement:

- English not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Application question(s):

- Are you located in Ottawa, ON, and capable of commuting to our Ottawa-East office 2-3 days per week?

Work Location: Hybrid remote in Ottawa, ON

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