Customer Service Representative

New Era Technology is a global technology solutions company with more than 3,000 professionals, focused on securely connecting people, places, and information. The Customer Service Representative supports inbound customer service for a telecommunications company by responding to inquiries, resolving complaints, assisting with products and accounts, recommending services, and processing customer requests remotely.

Responsibilities:

• Respond to customer inquiries about their telecommunication plans and services
• Assist clients with telecommunication products and issues
• Review Customer’s account and assess their needs
• Provide general information about the organization
• Refer clients to specialists when needed
• Receive, understand, resolve complaints, and offer solutions
• Advise and recommend products and services that meet the customer’s needs
• Provide customers, based on their needs, with information about products, services, and current promotions
• Schedule and confirm appointments with customers for service subscription requests
• Create, complete, and correct purchase orders (PO) according to customer requests
• Identify and suggest improvements to enhance our services
• Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.)
• Other duties as assigned

Requirements:

• High school diploma or equivalent
• Customer Service: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus
• User experience with good working knowledge of the Office Suite
• Comfortable with technology
• Telecommunications product knowledge is an asset
• Strong, clear and effective English and French written and verbal communication skills
• Attention to detail and accuracy
• Exceptional team spirit and proactivity
• Exceptional time management and multitasking abilities
• Remaining positive and persistent
• Good organizational skills
• Ability to work in a team
• Flexible, reliable and trustworthy
• Excellent interpersonal and communication skills
• Analytical thinking, initiative
• Compliance with standards and deadlines
• Protecting confidentiality
• Exceptional Attendance and punctuality
• Quality-focused, responsible, organized, able to prioritize
• Time management skills to multitask and adhere to SLAs
• Fluency in French and English (spoken and written)
• Genesys Cloud CX, a plus