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Telecom Customer Care Representative

2 months ago

Sydney, Nova Scotia, Canada Mass Markets Full time
Job Title: Entry-Level Telecom Customer Care Agent

Job Summary:

We are seeking a highly motivated and customer-focused Entry-Level Telecom Customer Care Agent to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences, resolving customer issues, and selling new products and services.

Key Responsibilities:

  • Handle inbound and outbound customer contacts in a courteous and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Research systems to find missing information and coordinate with other departments to resolve issues
  • Follow established processes and procedures to ensure customer satisfaction
  • Utilize technology to complete account management tasks and accurately document customer claims
  • Follow all required scripts, policies, and procedures to ensure compliance
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the managerial team as needed
  • Ensure first call resolution through effective call handling and problem-solving
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

Requirements:

  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving, and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications:

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience

Compensation and Benefits:

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage options, paid time-off, advancement opportunities, and a fun, engaging work environment. Our employees also enjoy cash and prize contests, and we offer a casual dress code.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:

  • Must be authorized to work in their country of residence (The United States or Canada)
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mass Markets to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

Equal Opportunity Employer:

At Mass Markets, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications.