Title : Customer Experience Advisor

Location : Richmond Hill

Are you passionate about success and want to grow your future with an innovative and growing company with cutting edge technology? We want to know you!

Working at Connex means being part of a dynamic and professional team of 600 employees in our 14 offices in North America, whose objective is to offer innovative solutions at the cutting edge of technology. Our employees are our ambassadors to our clients and business partners. Their skills, integrity and accountability are key to our success.

As a member of the Customer Experience Team, the Customer Experience Advisoris the first point of contact with our customers and will assist customers with their requests received via various communication channels; phone, email, tickets, etc.will actively participate in analysis, troubleshooting and problem resolution. The Customer Experience Advisor will provide exceptional service to customers and exceed their expectations.

We offer competitive compensation, a full range of benefits, and a fun environment with the ability to telecommute with smart and talented team players.

Responsibilities

• Provide excellent, prompt, and professional first level support and general assistance and ensure service to customers via phone, emailor chatt.
• Weekly follow up on open and uncompleted tickets.
• Take calls from the general line for service tickets or MACDs.
• Open tickets following calls and emails with all necessary information and distribute to appropriate technician groups or subcontractors.
• File ticket related emails and documents in Q360 and Outlook with the ticket number entered.
• Follow dispatch and escalation processes.
• Answer questions via phone and email.
• Make and turn in order returns weekly.
• Make and submit monthly reports every month and quarterly report every three months.
• Provide requested quotes to the customer.
• Close and invoice orders monthly.
• Update customer files in the software.
• Make appointments with customers and technicians for work to be done.
• Open and process customer requests. Communicate with the customer when they have questions. Follow up on orders.
• Work with multiple departments to ensure excellent service.
• Shift 12:00 – 8 pm EST

Skills And Requirements

• Experience in customer service, preferably in a call center environment.
• Excellent oral and written French.
• Skills and abilities desired. Word, Excel, Outlook.
• Knowledge of File Maker an asset.
• Bilingualism is an asset (French and English)

Our employees are the ambassadors of CONNEX with clients and business partners. Their skills, integrity and sense of responsibility are the keys to our success. Training for all employees, regardless of their function in our organization is considered a priority. In addition, our pay scale is competitive, and we offer a full range of benefits.

You are interested to enrich your work experience? We need people like you, passionate and committed. If you want to join our team, please apply to this job posting.

CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.