Bilingual Customer Experience Representative
4 days ago
You might be wondering why we call the role a Customer Experience Representative and not a Customer Service Representative. That’s intentional. At Beanfield, we pride ourselves in enabling people, communities, and businesses to stay connected through our independently owned internet, phone, and IPTV services. Established in 1988, we’ve grown significantly over the last few years; in headcount, and in buildings we service. One thing that hasn’t changed: is the quality of interactions between our growing Ontario & Quebec customer base and our dedicated Customer Experience team. Our CER team understands the importance behind providing world-class customer experience, not just service.
Genuine, customer-centric, detail-oriented, and professional are some of the qualities we’re looking for. We’re looking for an individual that will embody the Beanfield spirit and guide residential and commercial customers from sign-ups to sign-offs. You’ll be meticulous in the documentation and updating our internal systems and work alongside our other wonderful service delivery teams to ensure we are always going above and beyond for our customers.
As our CEO, Dan Armstrong has once said, “We are just as much in the field of hospitality as we are telecommunications.”
Think you’ll be our next Customer Experience superstar?
**Responsibilities**:
- Answering telephones and being the customer’s first point of contact (Residential & Commercial) both existing and potential.
Answering online chats/social media inquiries.
- Providing product information for potential residential customers.
- Signing up potential residential customers, Internet/TV/Home Phone.
- Referring potential business customers to our internal Sales department.
- Providing product information for existing Business phone services, such as new hardware and services.
- Providing basic troubleshooting steps for any technical issues for a residential or business customer. If the problem is out of CER scope of work, gathering detailed information prior to escalating call to Tier 1/2 Support.
- Following the escalation process when escalating customers to the correct department Supervisor/Manager.
- Providing billing information.
- Any front-line issues that might be created as a result of new products/services, as well as any other duties assigned by your supervisor/manager.
**Skills & Qualifications**:
Must have proficient knowledge in the following areas:
- Knowledge of VOIP, Internet and IPTV implementation and support would be ideal but not an asset
- Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
- Updates job knowledge by participating in educational opportunities and reading professional publications
- Bilingual in English and French (Verbal and Written)
Must demonstrate the following skills:
- Technical analytical and interpersonal skills
- Teamwork
- Decision-making skills
- Effective written, verbal, and listening skills
- Attention to detail
- Effective organizational skills
- Stress Management Skills
- Time Management Skills
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