About Primus − Customer Service Career Opportunities
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Customer Service Associate (Ottawa, ON) |
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Bilingual and Unilingual Business Care Associates (Ottawa, ON) |
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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Customer Service Associate The Customer Service Associate relays/manages the residential customer’s first service experience with Primus (for long distance, cellular long distance, VoIP, Local, DSL, dial-up Internet customers). The incumbent is responsible for answering all incoming customer calls through the ACD queue, providing prompt, courteous, accurate information and service to all residential customers and effectively resolving all inquiries/issues relating to sales and service. This position handles a wide range of customer concerns/inquiries (range for billing/provisioning/plan etc.) including prospect email inquiries and performs all clerical/post call processing duties associated with incoming calls or emails. |
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Responsibilities: |
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Answer a wide variety of incoming calls from residential customers providing outstanding customer service and meeting/exceeding the standards of service and quality (i.e. average incoming calls, average handle time, login %, quality, etc.) through support of multiple products/services/brands. |
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Promote increased usage of IVR/Self Care tools to process the customer’s request. |
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Co-ordinate with other departments to provide first call/first email resolution, thereby ensuring that all customer requests, inquiries and concerns are resolved in a timely and efficient manner. |
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Escalate calls/emails to Escalation Queue or Team Manager, as required, identifying the nature of problem or customer’s requirements. |
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Ensure every customer contact is recorded in the corporate database immediately - to reflect customer and company-initiated activity, as required and ensure complete and accurate record of transaction/actions is made. |
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Increase revenue and reduce churn by up-selling and cross-selling Primus’s services to customers, who contact the Call Centre. |
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Provide accurate, detailed information regarding Primus Canada’s products & services to all new and existing customers. |
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Process credits up to $40.00. Credit to customer’s account >$40.00 must be escalated to the Team Manager |
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Process affinity adjustments Air Miles and Aeroplan Miles. |
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Process one-time credit card payments to customer’s account. |
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Activate products/services in corporate database/customer account. |
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Ensure customer product/service/plans are optimized by proactively assessing calls pattern and customer needs. |
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Participate actively in incentive initiatives |
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Protect corporate revenue by minimizing good will credits and other credits on accounts. |
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Recommend improvements to maximize customer experience with Primus. |
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When volume is low assist with other duties, including offline duties such as: • Mail sorting and handling returned mail – verifying addresses with the system records, calling customer, making appropriate changes and mailing them. • Re-rating requests • Retrieval of IVR voice mail and taking appropriate actions. Possible requests from customers include: - Request for address change - Request for e-billing subscription - Sign ups and/or account activation |
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Make outbound calls to the customer to confirm problem resolution, as required. |
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Special team assignments or duties, as assigned by the Team Manager. |
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Support Team Managers by taking customer calls escalated into the Supervisor Queue by other CSAs as assigned |
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Provide operational training/coaching to new hires and other associates as required. |
Qualifications: |
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1- 2 years of Customer Service experience required (essentially this position requires excellent customer service skills, client focus and service orientation). |
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Sales experience, an asset. |
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Minimum Education: Secondary School Diploma |
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Preferred Education: Educational background in customer service or related fields. |
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Strong PC Skills – working knowledge of MS Word, Excel, Outlook. |
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Working knowledge of Windows XP/98/2000. |
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Knowledge of call centre and billing systems, an asset. |
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Excellent keyboarding skills. |
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Excellent interpersonal and customer service skills. |
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Excellent telephone etiquette. |
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Good oral and written communications skills with the ability to take and interpret communication notes quickly. |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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Bilingual and Unilingual Business Care Associates The Business Care Associate is responsible for answering all incoming customer calls through the ACD queue, providing prompt, courteous, accurate information and service to all commercial customers and effectively resolving all inquiries/issues relating to Sales and Service. This position is also required to perform all clerical/post call processing duties associated with the incoming calls. |
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Responsibilities: |
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Answer all incoming calls from commercial customers thereby providing high level of Customer Service (minimum 10-15 calls per hour) |
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Troubleshooting voice service issues per our guidelines and working with other departments to get a resolution |
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Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Primus Canada |
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Process credits to customers’ account as per guidelines |
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Provide accurate, detailed information regarding products, billing procedures, and payment options, to all new/existing customers in a timely, efficient manner |
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Ensure all customer contact is documented immediately |
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Complete all post call processing and paperwork in an accurate, timely and efficient manner. |
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Business Care Associates may be required to perform one or more of the following specialized tasks: -Provide outside agent support including responding to all their inquiries via email and/or phone. -Executive Response – responding to all customer concerns, requests and inquiries directed to the executive team -Handle incoming and returned mail -Handle escalations from the Team Manager or Manager -Handle the Priority Care queue -Special Team Assignments/Projects as assigned by the Team Manager or Manager |
Qualifications: |
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Previous Customer Service experience required, preferably call centre experience |
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Demonstrated customer service skills, with an ability to develop and maintain relationships with internal and external customers |
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Extremely professional with excellent interpersonal, relationship, and communication skills (written and oral) |
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Knowledge of Primus products, policies and procedures is an asset |
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Sales experience is an asset |
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Strong Computer skills and keyboarding skills – Windows, MS Office, Primus Billing platforms |
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Solid problem solving and decision-making skills |
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Minimum Secondary School diploma |
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Bilingual in French and English an asset |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.