Sydney Telecom Customer Care Professional

4 days ago

Sydney, Nova Scotia, Canada Mass Markets Full time
Customer Service Representative for Telecoms

At Mass Markets, we're committed to delivering exceptional customer experiences. As a Customer Service Representative for our Telecoms division, you'll play a vital role in ensuring our clients receive the highest level of support.

Responsibilities:

  • Handle inbound and outbound contacts in a courteous and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
  • Follow the processes of the Client program and perform all tasks in a courteous and professional manner
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • Ensure first call resolution through problems solving and effective call handling
  • Attend meetings and training and review all new training material 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 including the training period.
  • 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 include one year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment, or state or federal work experience.

We offer a competitive compensation package, including paid time off, paid holidays, and paid training opportunities. Regular daily, weekly, and monthly incentives are part of our overall compensation package, which includes monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and cars. In addition to our standard group benefits offering for full-time employees following 90 days of employment, all employees are eligible to opt for our MEC medical plan after only 30 days of employment. Benefits options and plans vary slightly by location.

We are an equal opportunity employer and comply with all applicable laws and regulations regarding equal employment opportunity. We do not discriminate against any employee or applicant based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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