Posting Details:

Job Title: Customer Service Representative, Help and Escalation Desk
Job location: 1 Alexander-Graham-Bell, Verdun, Québec
Job status: Regular full-time

Name and description of hiring department:

The Bell Medium Sales Center of Excellence team is a skilled, dynamic, and versatile group responsible of supporting all sales representatives from the Medium business market and the escalations.

Job duties/accountabilities:

• Collaborate with the sales team to deliver first-class service while preventing complaints and increasing revenue in adequately supporting seller queries submitted via Webex Chat
• Respond to information requests from customers received through the Webex chat.
• Respond to escalated requests or complaints from VPs as well as other groups and individuals.
• Prioritize requests based on complexity.
• Communicate by phone or email with customers and partners to inform them of the status of their requests.
• Search for information to resolve problems (tools, legislation, contract terms, conditions, billing, resources from other groups, etc.), analyze root causes (Bell’s or the client’s responsibility) and identify strategies and solutions in compliance with business rules. Clearly document all process steps from receipt to conclusion. 
• Identify opportunities for process improvements, to prevent customer complaints and escalations.
• Produce feedback for agents and front-line teams.
• Distribute and manage follow-ups 

Critical qualifications/competencies:

• Recent experience as a customer service representative with the Small and Medium or Medium Business Markets. 
• French, Fluent in the language with no major restrictions 
• English, Fluent in the language with no major restrictions 
• Strong desire to help co-workers, agents and customers 
• Adaptability and ability to manage change (continually changing priorities/tasks) 
• Ability to manage several tasks at once 
• Excellent management of priorities (organization and planning)  
• Positive attitude in the face of difficulties (difficult or unhappy clients) 
• Autonomy and initiative 
• Strong abilities in active listening, empathy and win-win negotiations.
• Ability to consistently establish solid professional relationships with internal and external customers and partners 
• Ability to quickly understand and evaluate client accounts and requests and to make fast innovative decisions while respecting business rules.
• Ability to understand and process training content, information and lessons learned, and to use various applications 
• Extensive knowledge of small and medium business products and business solutions and related processes 

Preferred qualifications/competencies:

• Intermediate knowledge of MS Excel 
• Intermediate knowledge of MS Word  
• Intermediate knowledge of MS Outlook 
• Advanced skills in SAP,  iRequest, EOM, Business NM1, SIP CIP, IPACT, BTC, RTT applications
• Experience with escalations 

Working conditions:

• Work schedule:  Monday to Friday, 8 am to 5 pm 
• Office days are mandatory and are Monday, Wednesday & Thursday (Subject to change)