Customer Service Rep, Bilingual - Full-time
NorthwesTel
- Iqaluit, NU
- Permanent
- Full-time
- Maintain and develop positive relationships with Northwestel's Customers to enhance overall customer satisfaction.
- Effectively manage customer requests for products and/or services information, order status, account status and order requests.
- Take ownership to continually learn and understand Northwestel’s products, services and promotional offerings to effectively present solutions to customers.
- Utilize fact-finding skills to qualify and quantify customer requirements to ensure that customized solutions provided meet customer expectations and business requirements.
- Contribute and add value to Northwestel revenues by proactively identifying and recommending products and/or services to meet customer's needs including an effort to retain customers on Northwestel services.
- Respond to electronic requests and inquiries utilizing superior customer service and business writing skills.
- Follow proper procedures and protocol when assessing customer credit. This includes assessing security deposit requirements based on appropriate credit check procedures and arranging payment with customers on overdue accounts.
- Complete all order entry and clerical duties as required in an organized and timely fashion ensuring order accuracy to meet customer’s requirements.
- Effectively resolve conflicts to the mutual satisfaction of both the customer and Northwestel. First level of support for customer complaints.
- Actively participate in coaching and training initiatives.
- Assist in identifying opportunities for improvement in work processes and procedures to create operational efficiencies and positively impact customer satisfaction.
- Working in a structured call center environment, effectively self-manage individual performance to ensure Corporate and Department targets/goals and mandated service levels are achieved.
- Work shifts as required to accommodate customer needs. Maintain punctuality and adhere to scheduled breaks.
- Must be fluent in English and Inuktitut
- High School Diploma or equivalent
- 2 years experience in customer service and/or sales with proven customer service skills.
- Excellent oral and written communication skills with strong attention to detail, including managing complex requests.
- Successful candidates will be required to pass an exam incorporating customer service skills, problem solving, math, keyboarding, and computer applications.
- Previous Call Centre experience focusing on customer service and sales is an asset.
- Knowledge of applications used by Customer Service teams and service delivery processes is an asset.
- As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.