Business Services Representative, NorthernTel

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Date: Nov 20, 2017

Location: Timmins, ON, CA

Company: Bell

Req Id: 182284 

 

Bell is a truly Canadian company with a 137 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.

To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our  Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.

 

Job Summary:

The incumbent will work in a professional business contact centre environment. He/she will be responsible for the promotion and sale of the company’s products and services to all business customers by proposing solutions. The individual must be self-motivated. He/she will be responsible for processing business service orders and keeping our product quotation system current. This will also include order handling and billing inquires, review of customer needs and the provision   of information on product and service offerings. He/she would also be responsible to perform out bound   sales calls when needed for sales or contract renewals and could also be required to work with Sales Team as required. Take overflow of Telebec customer calls as well as KMTS/DMTS/ONTERA. Provide an outstanding customer experience, ensuring top rating on customer survey results.  

 

Qualifications:       

  • Three-year Community College diploma in marketing or business administration; or Grade 12 with a minimum of 5 years’ experience providing   customer   service   to business customers; or an equivalent combination of education and experience
  • Bilingual (English /French)

 

Skills:

  • Excellent oral and written communication skills that are displayed to customers during call monitoring
  • Willingness to   be coached and learn from contacts and others
  • Ability to prioritize workload based on customer demands and expectations
  • Keyboarding skill s of 40-50 words per minute
  • Excellent telephone skills and professionalism
  • Excellent sales skills with proven success of results
  • Excellent customer service and training skills
  • Must be fully aware of the need for continuity and long-term commitment to customer service
  • Excellent computer skills - in-house systems (Infocom, Secret, eWFM, SharePoint) Microsoft Office (Word, Excel, Access)
  • Excellent interpersonal skills including:  listening, probing, questioning, negotiating and conflict resolution skills
  • Sound problem-solving. Decision-making, organizational, planning skills, positive attitude
  • Flexible in workload assignments based on business needs
  • Knowledge in customer retention and contract renewals
  • Ability to meet sales targets along with KPI targets
  • Ability to multi -task, handle inbound, outbound customer calls and emails

 

Abilities:

  • Understand and use highly technical business equipment and services
  • (Gateway products, Centrex, Internet)
  • Open to call monitoring feedback and work order accuracy
  • Perform programming functions related to business products
  • Sell business products as well as services such as Managed Services, Long distance, and Internet etc.
  • Provide quality customer service and ensure total customer satisfaction
  • Interface with various internal departments
  • Demonstrate ability to learn and comprehend new product knowledge
  • Handle customer contacts with tact, diplomacy, and courtesy at all times, particularly when handling customer complaints and resolving disputes
  • Work effectively as a team member while at the same time being able to work alone
  • Understand and apply the terms and conditions in the tariff, business service practice, corporate procedures and general circulars
  • Ability to learn and use new software applications
  • Work overtime as required for training and job related functions
  • Respect scheduling and schedule adherence

 

Bilingualism is required (English and French)

 

Additional Information:

Position Type: Call Centre
Job Location: Canada : Ontario : Timmins
Application Deadline: 12/21/2017
 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

 

Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

 

Created: CanadaON, Timmins

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