Customer Service Representative

22 hours ago

Burnaby, Canada GLENTEL Full time

Brand: Glentel Corporate

Location: Burnaby Office - 8501 Commerce Court, Burnaby, BC

Are you looking for a fast-paced and rewarding career to elevate your customer service skills?

Join Glentel, a national wireless retailer with 350 locations across Canada. We are best known for our brands WIRELESSWAVE/WAVE SANS FIL, Tbooth wireless/ la cabine T sans-fil, and The Wireless Kiosk/Le kiosque sans-fil in all Costco warehouses. We are owned by Bell and Rogers and deliver unparalleled performance in the retail industry.

The Customer Service Representative (CSR) is the first point of contact in connecting Glentel with customers by responding to their inquiries/concerns and identifying key stakeholders to engage in the resolution/conclusion. The CSR serves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining the database, and reporting.

**Responsibilities**:

- Provide timely “world class” service to customers by phone using active listening to clarify information requested and researching to provide required information
- Engage with Glentel customers by receiving inbound calls and placing outbound calls
- Resolve issues by identifying root causes; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems
- Promote additional services and recognize opportunities to direct customers to retail stores to connect with our frontline staff
- Manage customer relationship management (CRM) software by maintaining customer information including documented file notes of customer interactions
- Log solutions to frequent issues and questions in CRM to optimize response rate for customers
- Other duties as assigned or required

**What’s in it for you?**
- A fun team environment that includes social events, pilates and yoga sessions
- Discounts on the newest wireless technology and plans
- Generous bonus plan
- Excellent extended health benefits
- RRSP company match program
- An excellent communicator (both verbal and written) with advanced active listening skills and a team player
- A strong problem solver and customer focused with a natural ability to breakdown issues and identify/recommend solutions
- Exceptional attention to detail and organizational skills
- Self-starter and have a proven track record of meeting deadlines
- Results-oriented with a strong business acumen

**Qualifications**:

- 2+ years of customer service experience
- Experience with CRM software (i.e. ZenDesk) considered an asset
- Experience in the retail, contact centre and/or telecommunications industries considered an asset

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