Customer Service Representative providing technical support via e - mail, phone, or chat. Addressing customer inquiries on products and services while maintaining documentation.
About the role
- Customer Care Advisor engaging residential and business customers for Canadian Fiber Optics via various channels. Troubleshooting technical issues and ensuring customer satisfaction in a collaborative environment.
Responsibilities
- Engage with residential and business customers via phone, email, and chat to provide solutions related to product knowledge, billing, collections, technical support, and retention.
- Troubleshoot and resolve technical issues, including Wi-Fi connectivity and service interruptions.
- Guide customers through service upgrades and activate new features as needed.
- Retain customers by offering solutions and alternatives during cancellation inquiries.
- Handle account setup, deactivation, billing inquiries, and payment processing.
- Document customer interactions and updates accurately in the CRM system.
- Follow up with customers to ensure satisfaction and build long-term relationships.
- Participate actively in ongoing training and skill development sessions.
- Stay informed about product updates, promotions, and new services.
- Consistently meet or exceed key performance metrics for customer satisfaction and service quality.
- Handle inbound sales calls and close service agreements when appropriate.
Requirements
- A minimum of 2 years experience in a similar role
- Experienced in customer service, technical support, or sales
- Excellent communication skills, both verbal and written
- Strong organizational and time management abilities
- Confident problem-solver with strong attention to detail
- Comfortable managing multiple tasks in a fast-paced environment
- Team player with the ability to work independently
- Adaptable and responsive to changing business needs
Benefits
- Competitive wages – including strong commission-based compensation
- Many opportunities to learn and grow
- Safe work environment
- Engaging team culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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