Client Representative, Help Desk and Escalation

Bell; Ottawa; Remote; CAD 45,000 - 60,000; Full time

Job summary

Bell recherche un Client Representative pour rejoindre son équipe à Ottawa. Dans ce rôle, vous serez responsable de répondre aux demandes des clients et de gérer les escalades pour assurer la satisfaction client. Ce poste offre une opportunité de croissance dans un environnement dynamique et inclusif, avec un package de compensation compétitif et des avantages sociaux.

Benefits

Medical, dental, vision, and mental health benefits

35% discount on Bell services

Flexible work hours

Qualifications

• 3 ans d'expérience récente comme représentant du service client pour les marchés d'affaires.
• Capacité à gérer plusieurs tâches et à travailler sous pression.
• Excellentes compétences en écoute active et en négociation.

Responsibilities

• Répondre aux demandes des clients via divers outils et canaux.
• Gérer les escalades et les plaintes des clients.
• Documenter chaque étape du processus de traitement des demandes.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma

Tools

BCRIS / ARICS

EOM / GCE

MS Excel

MS Word

MS Outlook

Job description

Client Representative, Help Desk and Escalation

Join to apply for the Client Representative, Help Desk and Escalation role at Bell

Client Representative, Help Desk and Escalation

Join to apply for the Client Representative, Help Desk and Escalation role at Bell

Req Id: 424304

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be a critical part of our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that you’ll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction.

As part of our team, will be at the heart of our customers’ experiences.

Name And Description Of The Hiring Department

The Business Customer Relations Centre group, is a multifunctional group of competent and dynamic personnel that manages upper segment (mass market) clients, including the treatment of escalations from the Bell executive offices.

Job Duties / Accountabilities

• Respond to customer inquiries received via the business ticketing tools, email and voice mail
• Receive escalated requests or complaints from customers, vice-presidents and the president's office, Bell's legal department, the CRTC/CCTS and managers, Bell Making it Right submissions, Social Media referrals and online complaint submissions (Webforms)
• Prioritize files according to the urgency of action and the level of complexity
• Constantly communicate by phone with customers and partners to inform them of the status of their request from beginning to end
• Interpret customer requirements in order to seize opportunities to promote the benefits of doing business with Bell in order to protect and generate income
• Conduct the necessary research to settle claims (tools, legislation, contract conditions, terms, invoicing, other groups, resources, etc.), analyze the root causes (Bell responsibility or client) and identify strategies or the solutions to be adopted in compliance with business rules; clearly document every step of the process from receipt of request until conclusion
• Work with Bell's legal department in the preparation of court proceedings, if necessary
• Identify any opportunity to improve processes to prevent complaints and customer escalations
• Being able to quickly identify trends to influence resolution
• Communicate with customers in writing and orally
• Complete work orders and update customer profiles in different tools
• Distribute and manage follow-ups
  
  

Critical Qualifications

• Master all the following tools: BCRIS / ARICS, EOM / GCE and NM1 (Business)
• Recent experience in the last 3 years as a customer care representative to Business Markets
• Strong desire to help one’s colleagues, agents and customers
• Adaptability and ability to manage change (constant change of priorities / tasks)
• Ability to manage multiple tasks
• Excellent management priorities (planning and organization)
• Positive attitude in difficult moments / ability to deal with stress (difficult or unhappy customers)
• Autonomy and initiative taker
• Marked ability to apply the techniques of active listening, empathy and negotiating a win-win solution
• Marked ability to identify opportunities and close sales when applicable
• Ability to build professional relationships anytime with internal and external partners and customers
• Ability to easily understand and quickly assess the accounts and customer demands, and to take quick innovative decisions
• Ability to understand and assimilate the training, information and lessons learned and use different applications
• Ability to think outside the box
• Knowledge of English and French without any significant limitation. In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
  
  

Preferred Qualifications / Competencies

• Strong knowledge of small business products and various business solutions (including voice, Internet, IP, BTC, and value-added) and related processes
• MS Excel Basic level
• MS Word basic level (letter-writing)
• MS Outlook Basic level
• Master the following tools: CIMS, ACCESS, NT selection, ACUT, WFM/FWFM, SAP, I-Request, Funds-In, SMBView, Digitek, MultiVu
• Escalation experience
  
  

Working Conditions

• Working hours: Monday to Friday between 8:00 and 18:00 (subject to change depending on business needs)
  
  

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Union

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Ottawa || Canada : Quebec : Montreal

Work Arrangement: Remote

Application Deadline: 06/22/2025

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

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

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Ottawa

Bell, one of Canada's Top 100 Employers.

424304

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting, Telecommunications, and Wireless Services

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