Job Description

Since 1988, Distributel connects Canadians to the people, passion, and priorities that matter. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience for our customers in every way.

Join an award-winning organization in its mission to provide a true alternative to Canadian consumers!

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LOCATIONS:

• Edmundston, New Brunswick

ABOUT THE OPPORTUNITY:

As a Web Chat Support / Email Response Specialist, you will be responsible for responding to incoming communications received from our various websites including chat, and email requests to answer customers regarding their questions about their accounts and/or services.

KEY RESPONSIBILITIES:

• Manage customer inquiries received via our Chat application while maintaining high-quality standards.
• Respond to email inquiries by taking the time to investigate inquiries and/or comment and respond in a professional manner.
• Formulate and send answers on various issues or concerns related to customer accounts (for example, we may need to collect additional information to cancel a service).
• Create and send a batch of emails to certain groups of customers (for example, to complete an outbound call for a returned payment we can send an additional message by email).
• Assist the outbound team, if needed perform other special projects or tasks as assigned by the manager.
• Collaborate with the Customer Experience Manager and Team Manager to create predefined texts intended for incoming customers (email/chat), and elaborate procedures and guidelines on how to handle customer inquiries received via our chat application.
• Work with the Customer Experience Manager and Team Manager to monitor and address trends leading to complaints to improve our processes and services.
• Need to understand current business processes, tools, and services that impact our customers, work with internal resources to resolve issues, and fix current processes and procedures.
• Provide feedback, make recommendations, and provide solutions to all departments with respect to dealing with customer complaints/comments.
• Perform other duties as business needs dictate and as assigned by the manager or Team Manager.

WORKING CONDITIONS:

• Fast-paced and ever-changing environment.
• A professional and dynamic team environment.
• May need to change call center lines frequently depending on skills learned
• The position requires a good fingering on the computer keyboard
• Stay at your workstation for long periods.
• Most importantly we offer a fun and progressive team environment

TOOLS & TECHNOLOGY USED:

• DAS/PCS
• Microsoft Office
• MCF
• Telax (call center software) C360
• Web-based tools such as the Bell portal and other main reseller portals
• A3
• Others

CREDENTIALS:

• Minimum High School Diploma.
• Post Secondary education is a strong asset.

LANGUAGE REQUIREMENTS:

• Must be perfectly bilingual in French and English in order to handle inquires for Customers across Canada.
• Strong business writing skills in both official languages.

SKILLS & ABILITIES:

• Minimum of 2 years customer service experience (specifically in handling electronic correspondence with customers)
• Strong Business writing skills in French and English
• Excellent organisational skills
• Objective and critical thinker
• Confident and self-reliant
• Have strong attention to detail.
• Have the ability to work individually and in a team.
• Multi-task and operational management skills

VOICI CE QUI EST PR\xc3\x89VU POUR VOUS/HERE\xe2\x80\x99S WHAT\xe2\x80\x99S IN IT FOR YOU (ENGLISH VERSION FOLLOWS)

Exp\xc3\xa9rimentez une multitude d\'opportunit\xc3\xa9s que seule une entreprise en pleine croissance peut offrir en rejoignant une \xc3\xa9quipe dynamique qui travaille avec vigilance pour remodeler le paysage des t\xc3\xa9l\xc3\xa9communications.

Le c\xc5\x93ur et l\'\xc3\xa2me de notre programme de r\xc3\xa9mun\xc3\xa9ration sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

Un programme de prestations m\xc3\xa9dicales et dentaires d\'entreprise de premier plan, ainsi que de nombreux autres avantages qui font de Distributel un excellent endroit o\xc3\xb9 travailler. Des cotisations au REER. Nous favorisons l\'\xc3\xa9quilibre entre vie professionnelle et vie personnelle avec des cong\xc3\xa9s pay\xc3\xa9s g\xc3\xa9n\xc3\xa9reux. Nous offrons un excellent environnement de travail avec des \xc3\xa9v\xc3\xa9nements sociaux organis\xc3\xa9s. Vous aurez des opportunit\xc3\xa9s de croissance et de d\xc3\xa9veloppement. Nous avons de superbes emplacements en centre-ville et des personnes incroyables. Distributel connecte les Canadiens aux personnes, aux passions et aux priorit\xc3\xa9s qui comptent. Rejoignez-nous dans notre mission de fournir une v\xc3\xa9ritable alternative aux consommateurs canadiens !

La diversit\xc3\xa9 et l\'inclusion sont importantes chez Distributel. Nous appr\xc3\xa9cions l\'unicit\xc3\xa9 de chaque individu et croyons que nos diff\xc3\xa9rences nous rendent plus forts. Distributel s\'engage \xc3\xa0 offrir un lieu de travail garantissant l\'\xc3\xa9galit\xc3\xa9 des chances, le d\xc3\xa9veloppement et l\'avancement pour tous.

QUE SE PASSE-T-IL APR\xc3\x88S L\'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux crit\xc3\xa8res de recherche du responsable, vous pourriez \xc3\xaatre contact\xc3\xa9 pour un entretien pr\xc3\xa9liminaire.

En raison du grand nombre de candidatures, tous les postulants n\'ayant pas \xc3\xa9t\xc3\xa9 contact\xc3\xa9s ne seront pas retenus.

La diversit\xc3\xa9 et l\'inclusion sont importantes chez Distributel. Nous appr\xc3\xa9cions l\'unicit\xc3\xa9 de chaque individu et croyons que nos diff\xc3\xa9rences nous rendent plus forts. Distributel s\'engage \xc3\xa0 offrir un lieu de travail garantissant l\'\xc3\xa9galit\xc3\xa9 des chances, le d\xc3\xa9veloppement et l\'avancement pour tous les employ\xc3\xa9s actuels et futurs.

Des am\xc3\xa9nagements sont disponibles sur demande pour les candidats participant \xc3\xa0 tous les aspects du processus de s\xc3\xa9lection. Pour une demande confidentielle, envoyez simplement un courriel directement \xc3\xa0 votre recruteur.

HERE\xe2\x80\x99S WHAT\xe2\x80\x99S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that\xe2\x80\x99s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our .

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks that make Distributel a great place to work.
• RRSP contributions.
• We promote work-life balance with generous PTO.
• We provide a great work environment with organized social events.
• You\xe2\x80\x99ll have opportunities for growth & development.
• We have great downtown locations and amazing people.

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

If your application matches the manager\xe2\x80\x99s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications, not all applicants who submit an application will be contacted.

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a work workplace that ensures equal opportunities, development, and advancement for all current and future employees.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.

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