work from home – Digital Customer Experience Team Representative

Overview:

Do you find great satisfaction in working with technology, solving problems and being helpful to others?

Are you looking to be a part of high performing team?

At Bell Business Markets, you will be a part of our fantastic team, whose mission is to provide world-class digital self-serve support. You will have an opportunity to work with other like-minded and passionate individuals in an environment in a fun, fast-paced, exciting and ever-changing.

• Hourly wage of $20.25 (including a $3 premium per hour worked & Bilingual premium of $2 per worked hour) after training;
• Fully-paid training and coaching program;
• Complete benefits plan after six (6) months of service, including:
• Comprehensive insurance (medical, dental, and life insurance);
• Great discounts on telecommunications products and services.
• Availability to work full-time – Monday to Friday, 8 AM to 6 PM (EST).

  Note: Hours are subject to change based on business needs

• This position offers the possibility to work from home, but you can also work on-site according to your preference.
• Eligibility criteria:
• Must reside with the hiring location.
• Must have a minimum of 25 MBPS high-speed internet;
• Must have a secure space and not be disturbed during your shift.

Responsibilities:

You will have an opportunity to:

• Resolve Customer inquiries related to digital self-serve in a timely and efficient manner
• Provide outstanding Customer Service by supporting questions related to BBM’s self-serve platforms, such as how to access and perform various online transactions, navigate the tool, access, registration and other digital support-related questions over the phone
• Fully understand the customer’s situation by asking the right questions
• Be an advocate for digital support, aiming to improve self-serve adoption
• Utilize various tools to walk the customer through multiple scenarios, ensuring that you’ve addressed all questions and avoided future callbacks
• Proactively identify ways to improve systems and processes based on real-life examples and experience
• Become an expert in BBM’s digital platforms

Qualifications:

You will be a great fit on our team if you are:

• You are bilingual: you must speak fluent English and French to interact with French and English-speaking customers in Canada. Answering customers in English will be required between 30 and 60% of the time.

• Patient and thrive on coaching customers to use our website, increasing self-serve adoption while eliminating callbacks
• Passionate about delivering an exceptional experience with a positive attitude
• A great multi-tasker and don’t get easily flustered
• Looking to be part of a winning team, to grow within it personally and professionally and possess an appetite to learn and develop
• A problem solver with the ability to communicate clearly (listening, writing and oral)
• Experienced and comfortable working with various computer applications
• Able to maintain professional interactions at all times with customers and internal partners
• Experienced in working in a call center or customer service role is an asset
• Knowledgeable of Bell products, services and digital flows (this is an asset but not essential)

If this role sounds perfect to you, please click apply. We’d love to hear from you!

Training start date: January 8th, 2024

Why Nordia?

People are what make Nordia special. And we’re focused on hiring and retaining the best. We offer competitive compensation, a stimulating work environment, excellent benefits and great opportunities to grow. That’s why we have the highest employee loyalty and highest satisfaction in the industry. In 2022, for the ninth year in a row, 8 out of 10 Nordia employees said they would recommend us as an employer to their friends and family. In 2018, Nordia was the first company in its industry to be recognized by Waterstone as one of Canada’s Most Admired Corporate Cultures, winning again in 2021 and recertified in 2022.

Want to learn more about our career opportunities and what makes Nordia the best place to work? Click here to find out!

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