Bilingual Associate Customer Support

Tech Mahindra; Quebec; Remote; CAD 35,000 - 50,000; Full time

Job summary

A leading technology service provider in Capitale-Nationale, Quebec, is seeking a customer service representative for internet, home phone, and TV support. Responsibilities include responding to customer inquiries, upselling services, and documenting interactions. Candidates should possess a high school diploma, bilingual proficiency in English and French, and prior call center and sales experience is preferred. Reliable internet access is required for this remote role.

Qualifications

• Ability to provide frontline customer support.
• Strong communication skills in both English and French.
• Experience in call center and sales is preferred.

Responsibilities

• Handle customer inquiries regarding services.
• Support customers via voice and chat.
• Upsell services and retain customers.
• Document customer interactions and resolve issues.

Skills

Customer service

Sales

Bilingual (English and French)

Education

High school diploma or equivalent

Job description

On this project you will be providing frontline customer service and support for internet, home phone and TV customers. You will be answering questions and resolving issues related to billing. In addition to this, you will be tasked with sales and retention opportunities.

What you will do

• Responding to calls from customers who have questions regarding phone, internet and tv services, billing, account information, password resets, etc.
• Responding via Voice or Chat from customers with account home services i.e. : internet, tv, home phone etc.
• Retain Customers through value-based conversations and offers for all supported business.
• Contribute to business profitability by offering customers account specific deals through up-sell initiatives.
• Documenting customer issues in the client system and updating customer information.
• Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.
• Additional duties as needed, to be discussed during your interview.
• Maintenance of records of End User Customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Contact End User Customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Use assertiveness and negotiation skills when handling End User Customer cancellation requests.
• Escalation of unresolved End User Customer complaints to designated departments for further investigation.

To qualify

• You must have a high school diploma or equivalent.
• 1 year call center experience preferred.
• 1 year sales experience preferred.
• We will pay you to complete online training, but you must commit to attending – 100%, no missed time.
• Be able to complete and pass a background check.
• Fluent in English and French.

PRE-REQUISITES

• Must have reliable high-speed internet - 100 MBPS download & 30 MBPS upload minimum.