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Client Solutions Outbound Representative
at Bell Canada in Mississauga, ON, CANADA
Client Solutions Outbound Representative
Bell Mobility Central Region
Bell Mobility Inc (Bell Mobility) is the Canadian leader in mobile communications. We are a division of Bell Canada which provides wireless communication services nationally under the Bell Mobility, Solo Mobile, and PC Mobile brands. In addition, we have a joint venture with the Virgin Group to offer wireless services under the Virgin brand across Canada
We offer a full range of wireless voice, data and paging communications products and services to residential and business customers across Canada. We also provide an array of Value added services across our voice and data platforms such as call display and voicemail, e-mail and video streaming, music downloads, ring tones, games and movies, as well as roaming services with other wireless service providers.
Overview
Our Contact Centres line of business focuses on servicing over 5 million subscribers across Canada. This is a fast paced, high volume and dynamic work environment. We use a balanced scorecard measurement approach between sales, customer service and productivity.
We are looking for enthusiastic, energetic individuals who are interested in being part of a team committed to superior customer service.
Position Summary
The Client Solutions Outbound Representative will be responsible to provide professional customer service to win back customers, sales calls, and loyalty type calls. They would be the contact prime with clients to offer contract renewals, explain services to new clients a well as negotiating with cancelled Members to gain their services back. The representative would provide customer service and support over the telephone, using appropriate questioning techniques to assess Customer needs and determine the appropriate course of action for the client. They will use effective communications skills and appropriate support tools to resolve customer requests, in a timely fashion, professionally guiding Customers through steps to resolve problems and issues
The representative is responsible for placing outbound calls to our clients through a variety of pre-determined Proactive and Reactive campaigns which may include welcome calls, renewals, and campaigns to resolve client’s issues related to billing or service. As well, this team will contact clients who are in the process of cancelling their service to ensure that the cancellation does not occur.
Job Duties/Accountabilities
· Assess Customer needs
· Build rapport with our clients over the telephone
· Gather information to understand Customer requirements
· Respond to and act on Customer requests and complaints
· Provide product, service and pricing explanations
· Initiate calls to clients that have cancelled their Mobility service
· Initiate calls to clients that are considered a high-risk of leaving Mobility to ensure that they will stay with Bell
· Assess and record Customer complaints or problems and arrange for action
· Diagnose possible problems and propose solutions with detailed actions
· Liaison across functional units to create an awareness of issues related to significant or high impact escalated problems
· Document and track 100% of outbound calls
Job Requirements
Qualified Job Seekers will possess the following skills or experience:
· Minimum 1 year of Call Centre or Customer service experience in a fast-pace and energetic environment
· Commitment to driving sales and helping customers
· Strong decision making, problem solving and multi-tasking skills
· Excellent verbal and written communications skills
· Working knowledge and experience with technology such as computers, mobile devices and digital products
· Must be available to work a variety of shifts within our operating hours
· High School diploma or equivalent.
What Bell Mobility Offers You
· Highly competitive base pay with incentive program opportunities
· Comprehensive Medical, Dental and Disability benefits programs
· 35% discount on all Bell services
· Group Retirement Savings Program and Employee Saving Plan/Pension Plan with company matching component.
· 6-8 weeks training program to help you master your role and ongoing coaching to ensure your success
· Unlimited opportunity for Growth, Development and Internal Promotion
Schedule
Upon arrival, we guarantee a minimum of 25 hours per week and provide additional hours based on business needs up to 37.5 hours per week.
Successful candidates must be flexible to work a variety of tour rotation shifts between the hours of 7am and 1 am Monday to Sunday. Further details will be provided during the interview process.
Additional Information
Position Type: non-management, permanent, part-time
Company name: Bell Mobility
Date Candidate Required: November 2010
TO APPLY - please visit - www.bellmobilitycareers.ca
If you have what it takes, Bell Mobility is where you can make your aspirations a reality. If you’re up for the rewarding challenge, we invite you to take the first step and apply today!
Bell Mobility is an Equal Opportunity Employer.
Contact E-mail: www.bellmobilitycareers.ca
Bell Mobility Central Region
Bell Mobility Inc (Bell Mobility) is the Canadian leader in mobile communications. We are a division of Bell Canada which provides wireless communication services nationally under the Bell Mobility, Solo Mobile, and PC Mobile brands. In addition, we have a joint venture with the Virgin Group to offer wireless services under the Virgin brand across Canada
We offer a full range of wireless voice, data and paging communications products and services to residential and business customers across Canada. We also provide an array of Value added services across our voice and data platforms such as call display and voicemail, e-mail and video streaming, music downloads, ring tones, games and movies, as well as roaming services with other wireless service providers.
Overview
Our Contact Centres line of business focuses on servicing over 5 million subscribers across Canada. This is a fast paced, high volume and dynamic work environment. We use a balanced scorecard measurement approach between sales, customer service and productivity.
We are looking for enthusiastic, energetic individuals who are interested in being part of a team committed to superior customer service.
Position Summary
The Client Solutions Outbound Representative will be responsible to provide professional customer service to win back customers, sales calls, and loyalty type calls. They would be the contact prime with clients to offer contract renewals, explain services to new clients a well as negotiating with cancelled Members to gain their services back. The representative would provide customer service and support over the telephone, using appropriate questioning techniques to assess Customer needs and determine the appropriate course of action for the client. They will use effective communications skills and appropriate support tools to resolve customer requests, in a timely fashion, professionally guiding Customers through steps to resolve problems and issues
The representative is responsible for placing outbound calls to our clients through a variety of pre-determined Proactive and Reactive campaigns which may include welcome calls, renewals, and campaigns to resolve client’s issues related to billing or service. As well, this team will contact clients who are in the process of cancelling their service to ensure that the cancellation does not occur.
Job Duties/Accountabilities
· Assess Customer needs
· Build rapport with our clients over the telephone
· Gather information to understand Customer requirements
· Respond to and act on Customer requests and complaints
· Provide product, service and pricing explanations
· Initiate calls to clients that have cancelled their Mobility service
· Initiate calls to clients that are considered a high-risk of leaving Mobility to ensure that they will stay with Bell
· Assess and record Customer complaints or problems and arrange for action
· Diagnose possible problems and propose solutions with detailed actions
· Liaison across functional units to create an awareness of issues related to significant or high impact escalated problems
· Document and track 100% of outbound calls
Job Requirements
Qualified Job Seekers will possess the following skills or experience:
· Minimum 1 year of Call Centre or Customer service experience in a fast-pace and energetic environment
· Commitment to driving sales and helping customers
· Strong decision making, problem solving and multi-tasking skills
· Excellent verbal and written communications skills
· Working knowledge and experience with technology such as computers, mobile devices and digital products
· Must be available to work a variety of shifts within our operating hours
· High School diploma or equivalent.
What Bell Mobility Offers You
· Highly competitive base pay with incentive program opportunities
· Comprehensive Medical, Dental and Disability benefits programs
· 35% discount on all Bell services
· Group Retirement Savings Program and Employee Saving Plan/Pension Plan with company matching component.
· 6-8 weeks training program to help you master your role and ongoing coaching to ensure your success
· Unlimited opportunity for Growth, Development and Internal Promotion
Schedule
Upon arrival, we guarantee a minimum of 25 hours per week and provide additional hours based on business needs up to 37.5 hours per week.
Successful candidates must be flexible to work a variety of tour rotation shifts between the hours of 7am and 1 am Monday to Sunday. Further details will be provided during the interview process.
Additional Information
Position Type: non-management, permanent, part-time
Company name: Bell Mobility
Date Candidate Required: November 2010
TO APPLY - please visit - www.bellmobilitycareers.ca
If you have what it takes, Bell Mobility is where you can make your aspirations a reality. If you’re up for the rewarding challenge, we invite you to take the first step and apply today!
Bell Mobility is an Equal Opportunity Employer.
Contact E-mail: www.bellmobilitycareers.ca
Published at 04-09-2010
Viewed: 46 times
Viewed: 46 times