Call Centre Careers: Roles & Qualifications

Customer Service Representative – Help Desk
(Dorval and Toronto)

Top responsibilities
Qualifications and experience

Top responsibilities:

The position of CSR - Help Desk is an essential part of the Call Centre, and reports to the Help Desk Call Centre Team Manager. This role will be responsible for providing leadership and support to the Customer Service Representatives via the Help Desk. This position works flexible hours in an environment that operates 7-days-a-week, from 7 a.m. to 12:30 a.m., though the hours may be subject to change.

Responsibilities:

• Assisting CSRs via the Help Desk function to reinforce the following:
  1. Technical product knowledge
  2. Billing questions and procedures
  3. Full fluency with the subscriber management system, including accurate
     data input
  4. Maximizing performance to better meet the needs of our customers
     
     
• Handling escalated customer calls when required
• Identifying possible training requirements for CSRs with Team Managers
• Effectively handling situations with CSRs to enhance teamwork and personal development

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Qualifications and experience

Experience

• A minimum of 12 months' Bell ExpressVu Call Centre experience
• An excellent track record in Sales and Customer Service
• Previous supervisory experience is an asset

Candidates must be currently meeting all Call Centre performance standards.

Skills and knowledge:

• Strong leadership abilities
• Good oral and written communication skills
• Problem-solving abilities
• Decisiveness
• Adaptability to change
• Bilingualism (English/French) is preferred
• Proven motivational ability preferred

Education requirements:

Post-secondary education is preferred

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