oxio Customer Care Agent

Cogeco; Burlington; Remote; CAD 35,000 - 50,000; Full time

Job summary

A leading telecommunications company is seeking a Customer Care Agent to provide exceptional service and support. This work-from-home opportunity requires strong bilingual communication skills and a proactive attitude. You will be responsible for enhancing customer satisfaction, achieving performance metrics, and promoting products. Flexibility in working hours is essential, including evenings and weekends.

Qualifications

• 1-3 years of experience in sales and customer service, preferably in call centers.
• Strong bilingual communication skills in English and French.
• Detail-oriented with troubleshooting skills.

Responsibilities

• Delivering day-to-day customer service and support.
• Upselling products and services during customer interactions.
• Managing customer chats related to downgrades or disconnections.

Skills

Bilingual communication

Customer service

Sales

Troubleshooting

Interpersonal skills

Digital communication

Education

High school diploma

Post-secondary education

Tools

Google Suite

PCs and Windows

Job description

Job Description: Customer Care Agent at oxio

The telco industry landscape in Canada is evolving, and we are looking for dedicated individuals to deliver best-in-class customer service to support oxio's rapid growth and its reputation as one of Canada's most loved ISPs.

We seek someone who can connect with customers and internal teams, possesses passion and a proactive attitude, and is committed to the success of a business grounded in strong values and customer obsession. Our Customer Care team is responsible for providing excellent support and service to both current and prospective oxio customers.

Key Priorities:

1. Supporting a culture of customer service, sales, and retention
2. Providing exceptional customer service to enhance satisfaction scores
3. Achieving key performance metrics such as subscriptions, cancellations, and employee satisfaction
4. Acting as a brand ambassador to promote oxio’s products, services, and values

Accountabilities:

• Delivering day-to-day customer service and support
• Offering creative or standard solutions to ensure optimal customer outcomes
• Troubleshooting with team members to ensure process compliance and effectiveness
• Achieving high customer satisfaction and subscription targets
• Promoting a culture of performance, accountability, and collaboration
• Identifying improvements for employee satisfaction
• Upselling products and services during customer interactions
• Responding to chat inquiries with customized solutions
• Highlighting features and benefits of oxio’s offerings and handling competitive issues confidently
• Managing customer chats related to downgrades or disconnections, focusing on value communication
• Retaining customers expressing intent to cancel or downgrade
• Accurate data entry for customer requests
• Supporting departmental requests and participating in training and projects
• Handling escalated inquiries efficiently

This is a work-from-home opportunity available throughout Canada.

Physical & Safety Requirements:

Flexibility in working hours is essential, including evenings, weekends, and holidays, with hours subject to change based on business needs. All agents must follow health and safety policies to ensure a safe work environment.

Qualifications:

• High school diploma required; post-secondary preferred
• 1-3 years of experience in sales and customer service, preferably in call centers
• Strong bilingual communication skills in English and French
• Proven typing speed and accuracy
• High performance standard with KPI achievement
• Excellent interpersonal and digital communication skills
• Detail-oriented with troubleshooting skills
• Self-motivated and proactive problem solver
• Experience with inbound/outbound chat and telephone sales
• Proficiency with PCs and Windows; experience with Google Suite is a plus
• Knowledge of broadband, telecom, cable, and internet industries is advantageous

Flexibility in working hours, including rotating shifts in a 24/7 environment, is required to meet business demands.