Job Description
Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.Time Type:RégulierJob Description :ACCOUNTABILITIES
- Provides day-to-day customer service and support functions to current and prospective oxio customers
- Provide support to customers by offering creative or standard solutions which drive optimal customer outcomes
- Troubleshoot scenarios with other agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators
- Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g. growth, churn)
- Embrace and support a culture of performance, personal accountability & collaboration among peers
- Identify and propose ways to improve employee satisfaction and experience
- Promotes and up-sells products and services with each customer contact for new and existing customers and processes the order.
- Answers customer chat inquiries. Offers customised solutions and options while responding to questions or problems that are raised by the customer while meeting and/or exceeding departmental quality and service targets.
- Highlights the features and benefits of our services and products and confidently handles competitive issues with an approach that will incite customers to choose oxio as their exclusive service provider.
- Manage customers chatting to downgrade or disconnect oxio services for non competitive reasons. Works to effectively resolve customer issues, builds value in oxio’s products and services by communicating the advantages and benefits over the competition. In addition, the candidate will handle all types of Customer chats as required.
- Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services
- Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
- Assists with other departmental requests as required and performs special projects as assigned.
- Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.
- Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.
It is a Work From Home opportunity available throughout Canada.PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITYFlexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays when scheduled.Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises.As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.
ESSENTIAL QUALIFICATIONSACADEMIC TRAINING- High school diploma required.
- Post-secondary education preferred
WORK EXPERIENCE- Minimum 1-3 years’ experience in a sales and customer service environment, preferably in the call center industry.
SPECIFIC COMPETENCIES- Strong communication skills (written and verbal).
- Proven speed and accuracy in typing
- Proven customer service skills
- Performance at a high standard and consistently meets all KPI expectations
- Demonstrated interpersonal skills with a winning customer service attitude and professional digital communication etiquette
- Detail-oriented with the ability to analyse and troubleshoot customer issues.
- Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
- Open to change with a learning attitude towards work and to contribute to teams.
- Prior inbound / outbound chat sales and/or telephone sales experience is required. Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
- Experience in Google Suite of applications is preferred.
- General understanding of broadband, telecom, cable and internet industries is an asset.
- Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment including days, evenings, weekends and general holidays. Hours of work are subject to change as business needs evolve.
PHYSICAL DEMANDS AND VISUAL ACUITYAt oxio, diversity is an essential asset to our organisation’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.Location :Burlington, ONCompany :Cogeco Connexion IncChez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.
En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.
Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à inclusiondiversity@cogeco.com
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