Customer Experience Advisor - Bilingual

Xplore Inc.; Ottawa; On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive base wage

Bilingual premium $3/hr for French flu

Job summary

Xplore Inc. is seeking a Customer Experience Advisor to join its Customer Care team in Ottawa. You will connect with customers to provide foundational technical troubleshooting, assist with account needs and service changes, and deliver a positive, effortless experience in a fast-paced environment.

The role is 6 months, 40 hours/week, Monday to Sunday 10:00 a.m. to 10:00 p.m. Atlantic Time, with bilingual French/English requirements and a service-to-sales focus.

Qualifications

• Bilingual in English and French.
• Experience in customer service is preferred; contact centre experience is an asset.

Responsibilities

• Provide excellent customer experience by responding to inquiries courteously and professionally.
• Offer foundational technical troubleshooting for Xplore services (fiber internet and email setup).
• Document interactions and troubleshooting steps accurately in the account system.
• Assist with service and package changes, account-related needs, and upsell where appropriate.
• Escalate complex technical issues to the proper support team.
• Maintain knowledge of products, services, and procedures.
• Meet service levels, quality, productivity and sales targets.

Skills

Bilingual (French & English)

Customer service

Technical troubleshooting

Communication

Time management

Job description

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplore is looking for customer focused individuals with strong service skills and a technical aptitude to join our Customer Care team. This role is ideal for individuals who enjoy helping customers and have an interest in learning technical troubleshooting skills. You do not need previous technical support experience; training will be provided.

As a Customer Experience Advisor, you will connect directly with our customers to provide support with their Xplore services. You will assist customers with foundational technical troubleshooting, account and service needs, while creating a positive and effortless customer experience.

We are looking for individuals who are comfortable working in a fast paced environment, enjoy solving problems and have a natural curiosity for technology. You will also be confident identifying customer needs and recommending products and services that provide additional value as part of a service-to-sales culture. This is a 5-day-per-week role, working 40 hours per week, with availability required Monday through Sunday during hours of operation from 10:00 a.m. to 10:00 p.m. Atlantic Time.

This is a 6 month contract.

Xplore offers a high-energy, fast-paced work environment where employee opinions and feedback are valued.

We offer:

• Competitive base wage
• Additional $3/hr Bilingual premium for fluent French speaking individuals

Key Responsibilities Include

• Providing an excellent customer experience by responding to customer inquiries in a courteous, knowledgeable and professional manner.
• Providing foundational technical troubleshooting and support for Xplore services, including Fibre internet connectivity and email setup and support.
• Listening to customers, asking appropriate questions and working through established troubleshooting steps to identify and resolve service concerns.
• Supporting customers with service and package changes, and other account-related needs.
• Identifying customer needs and recommending relevant Xplore products and services that provide additional value to the customer.
• Accurately documenting customer interactions, troubleshooting completed and actions taken on customer accounts.
• Escalating technical issues requiring more advanced investigation or troubleshooting to the appropriate support team.
• Maintaining knowledge of Xplore products, services, processes and technical support procedures.
• Maintaining service levels and achieving established customer experience, quality, productivity and sales performance objectives.

The Ideal Candidate Will Possess

• Bilingualism in French and English
• Previous customer service experience; contact centre experience is considered an asset.
• A demonstrated technical aptitude and comfort learning new technologies, systems and troubleshooting processes.
• Strong customer focus with a genuine interest in helping customers resolve problems.
• An ability to listen, ask effective questions and work through problems logically.
• Comfort working in a service-to-sales environment and identifying solutions that meet customer needs.
• Strong communication and interpersonal skills.
• Self-motivation with the ability to work independently and manage time effectively.
• A high level of reliability, accountability and trustworthiness.
• Strong organizational skills with the ability to prioritize and multi-task in a fast-paced environment.
• Strong attention to detail and the ability to accurately document customer interactions.

Condition Of Employment

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

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