Client solutions rep, Bell Mobility

Summary

At Bell, we connect Canadians and advance how they interact with the world through innovative communications technology, industry-leading services, and exceptional customer experiences.

The Customer Service Representative plays a key role in delivering a seamless and positive experience for business customers. This role is responsible for handling inbound customer calls, managing customer accounts, activating and modifying cellular services, and resolving service-related inquiries. The CSR ensures accurate, timely, and high-quality support while maintaining a strong customer-first mindset.

Key Responsibilities

• Handle inbound customer calls related to wireless services, account inquiries, and operational requests
• Provide professional, knowledgeable, and courteous service while resolving customer issues efficiently
• Accurately document customer interactions, requests, and resolutions in internal systems
• Activate new cellular lines for corporate clients in accordance with approved requests and service agreements
• Validate customer information, BAN details, rate plans, features, and device eligibility prior to activation
• Ensure correct plan selection (voice, data, IoT, roaming, add‑ons) based on corporate contracts and customer requirements
• Process activations, changes, suspensions, and cancellations accurately and within established SLAs

Issue Resolution & Service Excellence

• Identify customer needs and resolve issues on first contact whenever possible
• Escalate complex or unresolved issues following established procedures
• Ensure all transactions are completed accurately and in compliance with company policies

Operational Accuracy & Quality

• Meet or exceed established performance metrics including productivity, quality, and service level targets
• Follow standard operating procedures and quality guidelines to ensure consistent service delivery
• Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements

Collaboration & Continuous Learning

• Work collaboratively with internal teams such as Sales, Operations, and Technical Support to resolve customer issues
• Stay current on products, services, systems, and policies through ongoing training
• Adapt to new tools, processes, and technologies as they are introduced

Required Qualifications

• As required to meet customer's needs, successful candidate must pass Bell background check and Federal and Provincial Government security clearance
• High school diploma or equivalent
• Previous experience in customer service, call center, or service support roles is an asset
• Strong communication and listening skills with the ability to handle customer conversations professionally
• Ability to manage multiple systems and tasks in a fast-paced environment
• Strong attention to detail and problem-solving skills
• Knowledge of English and French required, in the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

Key Competencies

• Customer-focused mindset
• Strong interpersonal and communication skills
• Time management and organizational skills a must
• Ability to work independently and as part of a team
• Adaptability and willingness to learn