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Req Id: 411253
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
Name and description of the hiring department:
CR – Help/Escalation Desk: The team is a multifunctional group of competent and dynamic personnel responsible for supporting our business partners who provide residential and business customer service, telephone repair, Internet and television and collection.
Job Duties / Accountabilities:
Provide 24/7 operational support for the SAC group for Infocom, Secret, Outlook applications, network drives, Khamaï Web, intranet, etc
Ensure complete training for all new members of the team and/or for representatives who need to deepen their knowledge
Attend certain meetings concerning the introduction of new products and/or new procedures
Perform any related work that is required
Set up, train and support service representatives when introducing new administrative procedures and/or new products from analysts and/or Marketing following changes or improvements in working methods (Info -SAC, email). Sort the information to be transmitted to the representatives and ensure their understanding
Carry out all the verifications required for evaluation purposes, training and to meet the demands and expectations of the auditors
Route requests for required system enhancements to the relevant Business Analyst, Marketing Product Manager and/or Logistics group for new or updated procedures
Intervene with a dissatisfied customer (complaint) when the agent has not succeeded in solving the problem or when the customer absolutely wants to speak to a superior
Essential Qualifications / Competencies:
DEC in administration or the equivalent in work experience
Intermediate knowledge of computer tools such as Word, Excel, Outlook
Decision making and high sense of urgency
Excellent interpersonal relationships
Be a pedagogue
High team spirit
High professionalism
Great learning ability
Preferred Qualifications / Competencies:
Experience of at least four (4) years as a Customer Service Representative
In-depth knowledge of INFOCOM, SECRET and intranet work tools and be able to solve all technical problems related to these applications as well as INFOCOM command errors
Experience in a similar position is an asset
Working Condition:
37.5/ week in person
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Union
Job Status: Temporary – Part time
Job Location: Canada : Quebec : Val-d’Or
Flexible work profile: Full-time in office (meaning that you will be required to perform your work on-site)
Application Deadline: 05/21/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
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 or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, QC, Val-d’Or
Bell, one of Canada’s Top 100 Employers.
