At Levata, we believe in making your journey with us prioritized by a focus on the customer and filled with impactful opportunities to elevate your potential. As we think big, we serve as champions to our customers, enabling what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations.
This is a fully remote role but the candidate must be based in Canada.
The
bilingual
Customer Service Rep is responsible for the overall relationship between their client, carrier and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded. This function's sole focus is on client satisfaction.
What You'll do:
As the primary interface between the client and OCR Canada, this role is responsible for the following key service measurements:Customer Relationship
Contract Management
Problem Solving & Planning
Tracking & Reporting
Service Level Management
Manage issues escalated from Tier 1 Helpdesk
Manage day to day services for customers - mobility activations, cancellations and suspensions
Use ticketing system to help customers with incident management, repair and logistics.
On a weekly basis, review open and closed tickets with the customer
On a monthly basis, provide an overall report on the clients Managed Mobility Solution including Tier 1 Helpdesk
Review service challenges and identify opportunities to for improvement based on specific actions to be executed
Develop opportunities to expand, plan and contract service level agreement (SLA) management
Analyze and present reports to customer on monthly basis, or at a frequency as requested by the customer executive team
Maintain a high degree of professionalism, courteousness and friendliness
Enthusiastically lives and breathes our Core Values
+ Manage all the Customer facing communication aspects of the Recycle, Wipe and or Exec-Care programs
+ Maintain up-to-date knowledge of all mobile devices
+ Prepare waybills as required to support shipping and receiving
+ Complete other tasks as required
What You'll Need:
OSSD High School Diploma required
Microsoft office training experience is an asset
Proficiency in French and English
What We Offer
Comprehensive health and dental (100% premiums paid by Levata), paid vacation time5
Cost-reduced health club membership
Option to contribute in RRSP plan
Salary range of $40,000-$45,000 depending on experience and a 5% annual bonus
Chez Levata, nous pensons que votre parcours avec nous doit etre axe sur le client et riche en opportunites pour developper votre potentiel. En voyant grand, nous accompagnons nos clients et ouvrons la voie a l'avenir en tirant parti de notre connaissance des possibilites actuelles. Rejoignez une equipe ou la complexite n'est pas synonyme de confusion, mais plutot d'une comprehension approfondie, avec des options et des recommandations claires.
Il s'agit d'un poste entierement a distance , mais le candidat doit etre base au Canada.
Le representant
bilingue
du service clientele est responsable de la relation globale entre son client, le transporteur et le concessionnaire et, a ce titre, veille au respect , voire au depassement, des engagements contractuels et des niveaux de service. Son unique objectif est la satisfaction client.
Ce que vous ferez :
En tant qu'interface principale entre le client et OCR Canada, ce role est responsable des mesures de service cles suivantes :Relation client
Gestion des contrats
Resolution de problemes et planification
Suivi et rapports
Gestion des niveaux de service
Gerer les problemes transmis par le service d'assistance de niveau 1
Gerer les services quotidiens des clients - activations, annulations et suspensions de mobilite
Utilisez le systeme de billetterie pour aider les clients dans la gestion des incidents, la reparation et la logistique.
Chaque semaine, examinez les tickets ouverts et fermes avec le client
Sur une base mensuelle, fournir un rapport global sur la solution de mobilite geree des clients, y compris le service d'assistance de niveau 1
Examiner les defis du service et identifier les opportunites d' amelioration en fonction des actions specifiques a executer
Developper des opportunites pour etendre, planifier et contractualiser la gestion des accords de niveau de service (SLA)
Analyser et presenter des rapports au client sur une base mensuelle ou a une frequence demandee par l'equipe de direction du client
Maintenir un haut degre de professionnalisme, de courtoisie et de convivialite
Nous vivons et respirons avec enthousiasme nos valeurs fondamentales
+ Gerer tous les aspects de la communication avec les clients des programmes Recycle, Wipe et/ou Exec-Care
+ Maintenir a jour ses connaissances sur tous les appareils mobiles
+ Preparer les lettres de voiture necessaires pour soutenir l'expedition et la reception
+ Effectuer d'autres taches au besoin
Ce dont vous aurez besoin :
Diplome d'etudes secondaires OSSD requis
Une experience de formation sur Microsoft Office est un atout
Maitrise du francais et de l'anglais
Ce que nous offrons
Assurance sante et dentaire complete (primes payees a 100 % par Levata), conges payes5
Adhesion a un club de sante a prix reduit
Possibilite de cotiser a un regime REER
* Echelle salariale de 40 000 $ a 45 000 $ selon l'experience et une prime annuelle de 5 %
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