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Customer Care Specialist
Cogeco Connexion. Provide day-to-day customer service and support to current and prospective oxio customers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and sales skills, with a focus on achieving customer satisfaction and retention. Proficient in troubleshooting and providing tailored solutions in a fast-paced environment, while effectively utilizing communication and analytical abilities.
Highest-signal resume keywords
Customer Service SkillsSales ExperienceStrong Communication SkillsDetail-OrientedProblem-Solving Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Typing Speed and AccuracyTroubleshooting SkillsKPI AchievementInbound/Outbound Sales ExperienceCustomer Inquiry Resolution
Soft Skills
Interpersonal SkillsSelf-MotivatedInitiative TakingProfessional Digital Communication Etiquette
Tools & Technologies
Windows EnvironmentGoogle Suite
Certifications & Qualifications
High School Diploma
Industry Keywords
BroadbandTelecomCableInternet
About the role
Key responsibilities & impact- Provide day-to-day customer service and support to current and prospective oxio customers
- Offer creative or standard solutions that drive optimal customer outcomes
- Troubleshoot customer scenarios with other agents and ensure process compliance
- Deliver high customer satisfaction scores and achieve subscription, growth, and churn targets
- Promote and upsell oxio products and services and process orders
- Answer customer chat inquiries and provide customized solutions
- Explain product and service features and benefits and handle competitive issues
- Manage downgrade and disconnection chats and make efforts to retain customers
- Accurately input customer add, move, and change requests using prescribed applications and processes
- Handle, troubleshoot, and resolve escalated customer inquiries across all systems
- Participate in selling-skills training and procedural enhancements
- Identify improvements to employee satisfaction and experience
- Assist with departmental requests and special projects
Requirements
What you’ll need- High school diploma required
- 1–3 years’ experience in a sales and customer service environment, preferably in the call center industry
- Strong written and verbal communication skills
- Proven speed and accuracy in typing
- Proven customer service skills
- Consistently meets KPI expectations
- Demonstrated interpersonal skills and professional digital communication etiquette
- Detail-oriented with ability to analyze and troubleshoot customer issues
- Self-motivated and able to take initiative and resolve problems independently
- Prior inbound/outbound chat sales and/or telephone sales experience required
- Previous experience working with PCs and demonstrated navigation abilities within a Windows environment
- Flexibility to work evenings, weekends, and general holidays when scheduled
- Experience with Google Suite preferred
- General understanding of broadband, telecom, cable, and internet industries is an asset
Benefits
Comp & perks- Professional development opportunities
- Health and well-being support
- Diverse and inclusive workplace
- Flexible scheduling based on business needs
- Selling skills training
- Accommodation support during the recruitment process