 |
 |
 |
 |
 |
|||
Call Centre Careers: Roles & Qualifications
Customer Service Representative
(Dorval and Toronto)
Top responsibilities
Qualifications and experience
Top responsibilities:
The position of Customer Service Representative is an essential part of the Call Centre, providing all aspects of service to the Bell ExpressVu customer. This position reports to the Team Manager.
Responsibilities:
- Receives inbound calls from clients across Canada, including the Yukon, NWT and Nunavut, regarding the ExpressVu products and services
- Provides service in a customer friendly manner, while responding to customer inquiries and concerns
- Programs activations and educates clients on technical and billing aspects of our services/products
- Answers queries pertaining to invoices, and recommends billing adjustments to customer accounts
- Modifies customer programming selections and takes every opportunity to ensure that the client receives the programming best suited to his/her needs, and promotes new programs and services
- Handles overdue accounts and negotiates payment arrangements
- Keeps abreast of marketing promotions, new services, products and changes in technology that will affect Bell ExpressVu customers and services
- Handles customer complaints and requests, and implements proper procedures and resolutions
- Troubleshoots the system
- Applies the right strategies to promote customer retention by providing solid arguments on the advantages of our products and services
- Finds solutions to possible future problems
- Communicates with the Team Manager(s)
Qualifications and experience
Candidate qualifications
Experience:
- Experience in a call centre, a customer care role or in a telesales role
- Working knowledge of the Windows environment and Microsoft Office products
Skills and knowledge:
- Strong sales skills
- Excellent telephone etiquette skills - must enjoy working on the phone
- Strong oral and written communication skills
- Bilingualism (French and English)
- A service mindset
- Excellent listening skills
- Strong problem-solving skills
- The ability to work under pressure and in a demanding work environment
- Patience and the ability to handle ambiguity
- An energetic and enthusiastic attitude
- The ability to be a team player
- Willingness to work various shifts, 7 days a week from 6:00 a.m. to midnight, on weekdays and weekends
Educational requirements
Post-secondary education or equivalent
Discover Yourself | Explore Bell Careers | Take Action | Employee Leaders Access from Home | Site Map
© Bell Canada, 2008. All rights reserved.