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Associate - Customer Service, Télébec
Req Id: 320531 At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world. If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team. Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property. JOB TITLE: Associate - Customer Service, Télébec, Unifor LOCATIONS: 555, avenue Centrale, Val - d'Or JOB STATUS: Regular - Full Time DATE OF POSTING: September 22, 2021 DEADLINE : September 29, 2021 RESPONSIBILITIES: *Provide ongoing operational support to the CS group for its applications such as Infocom, Secret, Outlook, network drive, Khamaï Web, intranet, etc. *Provide complete training to all new members of the team and/or to representatives who need to broaden their knowledge *Organize, train and support customer service representatives when new administrative procedures and/or new products are introduced by analysts and/or Marketing further to changes or improvements in work methods (Info-CS, email). Sort information to be provided to representatives and ensure that the information is properly understood *Carry out all required checks for evaluation and training purposes and to meet the demands and expectations of the auditors *In cooperation with the team leader, track and keep a record of sales and sales campaigns, make sure that services are being promoted to ensure good sales results, and take part in developing sales campaigns, blitzes and meetings *Support representatives by making the right tools available to them. Perform side-by-side monitoring with customer service representatives to evaluate and restructure the environment and work methods used, if necessary, and determine whether the clerical workload should be delegated or kept *Forward any requests for required system improvements to the appropriate business analyst, product marketing manager, and/or logistics group for new procedures or procedural updates *Ensure that the required resources are available to handle contingencies or unexpected situations (e.g. absences, group meetings, training) in order to meet established quality indicators *Intervene in the case of a dissatisfied customer (complaint) if the representative is unable to resolve the problem or if the customer insists on speaking with a supervisor *Participate in certain meetings concerning the introduction of new products and/or new procedures *Perform all related tasks, as required MINIMUM REQUIREMENTS: *Education: *DCS in administration or equivalent work experience *Knowledge: *At least four (4) years' experience as a customer service representative *In-depth knowledge of work tools such as INFOCOM, SECRET and the intranet, and the ability to resolve all technical problems related to these applications and INFOCOM order errors *Knowledge of computer software such as Word, Excel and Outlook *Bilingualism (English/French) COMPETENCIES: *Decision-making skills and strong sense of urgency *Excellent interpersonal skills *Teaching skills *Strong team player *High level of professionalism *Good learning ability Bilingualism is required (English and French); adequate knowledge of French is required for positions in Quebec. ADDITIONAL INFORMATION: POSITION TYPE: Union JOB STATUS: Regular - Full Time JOB LOCATION: Canada : Quebec : Val-d'Or APPLICATION DEADLINE: 09/29/2021 PLEASE APPLY DIRECTLY ONLINE TO BE CONSIDERED FOR THIS ROLE. APPLICATIONS THROUGH EMAIL WILL NOT BE ACCEPTED. At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, QC, Val-d'Or BELL,ONE OF CANADA'S TOP 100 EMPLOYERS. |
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