Customer Service Agent

Date: Aug 2, 2019

Location: Montreal, QC, CA

Company: Bell

Req Id: 238434 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. 

Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.



Name and description of the hiring department:

The Control Center Team has a major role in delivering repair and installation services to our business and residential customers.


Our different teams have for mandate:

  • DD-1 Team: Planning and forecasting of external resource requirements
  • Viewing Team: Ensuring an irreproachable quality of the installation orders
  • Gantt: Optimize the workload of technicians while respecting customer appointments
  • Manual Handling Team: Management of exception cases associated with uncompleted orders
  • Customer Resolution Team: Supports calls from Bell's internal departments related to the dispatch as well as customer service


Within of our different dynamic groups, a stimulating and rewarding atmosphere allows us to surpass the quality of our customer service, day after day.


What sets us apart from other companies: a very competitive salary, opportunities for advancement, continuous training, a sane and diversify workplace, easy access to public transit and a competitive group insurance program.


Job Duties / Accountabilities:

The associates of the Customer Resolution Team are responsible of ensuring a rapid response to calls from several internal departments of Bell. Their role is to provide information to agents, take new appointments for installation and repair based on capabilities and provide support to the technicians. The team also serves as point of contact for any emergencies related to the dispatch of technicians (for situations that need to be escalated).


Essential Qualifications / Competencies:

  • Communication skills in order to make the customer experience outstanding
  • Devotion to the achievement of results
  • Excellent interpersonal skills
  • Diplomacy, tact and empathy
  • Ability to work under pressure
  • Ability to adapt to changes
  • Autonomy and rapid decision-making
  • Depth analysis capacity
  • MS Office (Excel, Word, Outlook) beginner level
  • Bilingualism (French and English)
  • High School Diploma


Working Conditions:

  • Possibility of five days per week, Monday to Friday between 7:00 AM and 9:00 PM, rotating schedule for Saturday and Sunday from 7:30 AM to 7:00 PM
  • Availability 7/7 days required
  • Job location address: 600 Jean-Talon St E, Montreal QC



Bilingualism is required (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Union 
Job Status: Temporary 
Job Location: Canada: Quebec: Montreal
Application Deadline: 08/18/2019 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: CanadaQC, Montreal

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