Specialist, oxio Customer Care

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Job Description :

POSITION SUMMARY:

The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class customer service to help the oxio brand pursue its fast growth and continue to be one of the most loved ISPs in Canada.

Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Customer Care team is responsible for delivering excellent support and service to current and prospective oxio customers.

The customer care agent has four key priorities:

● Consistently supporting a culture of customer service, sales, and retention
● Providing great customer service and driving customer satisfaction scores individually and as part of a team
● Delivery of key performance metrics (e.g. subscriptions, cancellations, employee satisfaction)
● Acting as a brand ambassador, promoting oxio products, services and values to drive continuous improvement

The Customer Care agent is ultimately responsible for delivering high customer satisfaction scores, along with business unit subscription and cancellation targets.

ACCOUNTABILITIES

• Provides day-to-day customer service and support functions to current and prospective oxio customers
• Provide support to customers by offering creative or standard solutions that drive optimal customer outcomes
• Troubleshoot scenarios with other agents to ensure process compliance as well as process effectiveness, in pursuit of the key performance indicators 
• Responsible for delivering high customer satisfaction scores through excellent customer service and solutions, and achieving subscriber targets (e.g., growth, churn)
• Embrace and support a culture of performance, personal accountability & collaboration among peers
• Identify and propose ways to improve employee satisfaction and experience
• Promotes and upsells products and services with each customer contact for new and existing customers and processes the order.
• Answers customer chat inquiries. Offers customized solutions and options while responding to questions or problems that are raised by the customer, while meeting and/or exceeding departmental quality and service targets.
• Highlights the features and benefits of our services and products, and confidently handles competitive issues with an approach that will incite customers to choose oxio as their exclusive service provider.
• Manage customers chatting to downgrade or disconnect oxio services for non-competitive reasons. Works to effectively resolve customer issues, builds value in oxio’s products and services by communicating the advantages and benefits over the competition.  In addition, the candidate will handle all types of Customer chats as required.
• Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services
• Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
• Assists with other departmental requests as required and performs special projects as assigned.
• Actively participates in corporate-initiated selling skills training as well and new procedural enhancements as part of the position requirements. 
• Efficiently handles, troubleshoots and resolves escalated customer inquiries for all systems.

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

Flexibility is required with respect to hours of work as this role is for customer support, including evenings, weekends, and general holidays when scheduled.

Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises.

As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• High school diploma required.
• Post-secondary education preferred

WORK EXPERIENCE

Minimum 1-3 years’ experience in a sales and customer service environment, preferably in the call
center industry.

SPECIFIC COMPETENCIES

• Strong communication skills (written and verbal). 
• Proven speed and accuracy in typing
• Proven customer service skills
• Performance at a high standard and consistently meets all KPI expectations
• Demonstrated interpersonal skills with a winning customer service attitude and professional digital communication etiquette
• Detail-oriented with the ability to analyze and troubleshoot customer issues.
• Self-motivated with the ability to take initiative and resolve problems independently.
• Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Prior inbound / outbound chat sales and/or telephone sales experience is required.
• Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
• Experience in the Google Suite of applications is preferred.
• A general understanding of broadband, telecom, cable, and internet industries is an asset.

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At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com