Customer Service and Emergency Support Specialist - Bilingual

Job Locations CA-QC-Laval ID 2024-4282 Category Customer Service / Sales

Overview

Want to let your people skills shine for $23.75 / hour?

We're looking for people with a desire to help others to join our new team of Customer Service and Emergency Support Specialists .

In this position, you'll play an essential role in handling various types of calls. You will respond to regular telecom assistance requests and act as an intermediary contact between people in emergency situations and public safety professionals.

What we offer :

• A competitive salary of $23.75 / hour (includes bonuses of $7.25 / hour of work);
• A night premium of $1.50 / hour and a weekend premium of $0.25 / hour;
• An exceptional work environment : bright, spacious, relaxation areas, games room and more;
• Fully paid training - we take the time to support you to ensure your success;
• A comprehensive benefits package after six months' service, including : Full insurance (medical, dental and life insurance);

Significant discounts on telecommunications products and services.

Responsibilities

Your typical day :

• You will respond to directory assistance requests involving searches for residential, business and government telephone numbers in the Bell directory in Canada and the United States;
• You will handle some national and overseas long-distance calls. Your role will mainly consist of routing customers to the requested destinations according to different billings;
• Using your quick understanding and calm, empathetic attitude, you'll occasionally answer emergency calls. During these calls, you will collect the necessary information from the caller and connect him / her to the nearest public safety professionals;
• You will remain motivated to multi-task by handling calls courteously, quickly and accurately;
• You will ensure that the information provided remains private and strictly confidential at all times;
• For the position offered in Laval : you will also handle some relay calls, helping hearing-impaired customers to communicate effectively with their contacts.

Qualifications

What you need to succeed :

• Availability to work full-time Monday to Sunday, 6 : 30 a.m. to 11 p.m. EST please note that, as a 24 / 7 business line, you may be required to work night shifts (10 p.
• m. to 7 : 30 a.m.) depending on business needs;
• You must be able to work on-site at our for all shifts;
• High school diploma or equivalent;
• Active listening skills and the ability to manage stress levels to make the right decisions under pressure;
• Computer skills, including the ability to use a variety of computer equipment and telephone systems, and to type accurately;
• You are bilingual : you must speak fluent English and French to interact with French and English-speaking customers in Canada.
• Answering customers in English will be required between 30 and 60% of the time ;

Training start date : November 4th, 2024

Why Nordia?

People are what make Nordia special. And we’re focused on hiring and retaining the best. We offer competitive compensation, a stimulating work environment, excellent benefits and great opportunities to grow.

That’s why we have the highest employee loyalty and highest satisfaction in the industry. In 2023, for the tenth year in a row, 8 out of 10 Nordia employees said they would recommend us as an employer to their friends and family.

In 2018, Nordia was the first company in its industry to be recognized by Waterstone as one of Canada's Most Admired Corporate Cultures, winning again in 2021 and recertified in 2022 and 2023.

Want to know more about our career opportunities and what makes Nordia the best place to work? to learn more!

Nordia is a designated employer for the New Brunswick Provincial Nominee Program (NBPNP) and the Atlantic Immigration Program (AIP).

This position Customer Service and Emergency Support Specialist would be considered under NOC 14404, Teer 4.

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