Note: The job is a remote job and is open to candidates in USA. New Era Technology is a global technology solutions company with more than 3,000 professionals, focused on securely connecting people, places, and information. The Customer Service Representative supports inbound customer service for a telecommunications company by responding to inquiries, resolving complaints, assisting with products and accounts, recommending services, and processing customer requests remotely.
Responsibilities
- Respond to customer inquiries about their telecommunication plans and services
- Assist clients with telecommunication products and issues
- Review Customer’s account and assess their needs
- Provide general information about the organization
- Refer clients to specialists when needed
- Receive, understand, resolve complaints, and offer solutions
- Advise and recommend products and services that meet the customer’s needs
- Provide customers, based on their needs, with information about products, services, and current promotions
- Schedule and confirm appointments with customers for service subscription requests
- Create, complete, and correct purchase orders (PO) according to customer requests
- Identify and suggest improvements to enhance our services
- Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.)
- Other duties as assigned
Skills
- High school diploma or equivalent
- Customer Service: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus
- User experience with good working knowledge of the Office Suite
- Comfortable with technology
- Telecommunications product knowledge is an asset
- Strong, clear and effective English and French written and verbal communication skills
- Attention to detail and accuracy
- Exceptional team spirit and proactivity
- Exceptional time management and multitasking abilities
- Remaining positive and persistent
- Good organizational skills
- Ability to work in a team
- Flexible, reliable and trustworthy
- Excellent interpersonal and communication skills
- Analytical thinking, initiative
- Compliance with standards and deadlines
- Protecting confidentiality
- Exceptional Attendance and punctuality
- Quality-focused, responsible, organized, able to prioritize
- Time management skills to multitask and adhere to SLAs
- Fluency in French and English (spoken and written)
- Genesys Cloud CX, a plus
Benefits
- Computer equipment provided.
- Paid training.
- Quick onboarding.
- Two paid sick days (after 3 months of employment).
- Two weeks of vacation.
- RRSP program (available after 6 months of employment).
- Paid holidays.
- Group insurance (available after 3 months).
- This role will be performed remotely.
- Scheduled hours are flexible, with a minimum of 20 hours weekly and flexibility to be scheduled up to 37.5 hours weekly as needed.
Company Overview
Company H1B Sponsorship