Customer Care Advisor

Key Responsibilities

• Handle and resolve requests from residential and/or business customers in accordance with established work procedures and departmental processes.
• Make outbound phone calls based on assigned projects and established work procedures.
• Record accurate summaries of customer interactions in internal applications and forward cases to the appropriate departments for resolution when required.
• Provide customers with accurate and complete information, taking responsibility for the accuracy of the data provided.
• Verify the consistency between documents and information provided by customers and the data recorded in internal systems.
• Monitor the progress and resolution of customer cases and contact customers to communicate the outcome when required.
• Modify customer status upon explicit customer request and in accordance with established procedures.
• Maintain accurate records of written customer interactions, including the proper filing and archiving of documents.
• Manage, organize, and maintain operational documents and customer-related files.
• Meet established quality and performance KPIs, including Service Level, abandoned call rate, Average Handle Time (AHT), and login time.
• Inform team members and relevant departments of service outages, technical issues, or other operational matters through internal applications or email.
• Maintain up-to-date knowledge of company services, offers, campaigns, and internal procedures.
• Follow company standards regarding customer relations, communication, and marketing rules.
• Contribute to a positive customer experience and promote a strong brand image through proactive, professional, and customer-oriented behaviour.

Must Have Qualities & Talents

• Previous experience in a customer-facing, customer service, or contact centre role is an asset.
• Excellent command of French, both spoken and written.
• Good working knowledge of English.
• Strong customer-centric communication skills, with the ability to maintain a warm, polite, and professional tone.
• Excellent active listening and conflict management skills.
• Ability to handle customer requests, identify needs, and provide appropriate solutions.
• Strong persuasion and negotiation skills, particularly when handling customer requests and promoting company offers or campaigns.
• Good logical reasoning and analytical skills, with the ability to collect, synthesise, and analyse information to identify and resolve problems.
• Ability to interact effectively with different personality types and adapt to changing procedures and customer situations.
• Strong time management skills and the ability to meet established deadlines and response times.
• High level of accuracy, professionalism, and attention to detail when handling customer information and operational tasks.
• Proactive, adaptable, and solution-oriented mindset.
• Ability to learn and adapt quickly to new software, systems, services, and procedures.
• Good computer skills, including Microsoft Office, MS Word, MS Excel, and general familiarity with digital tools and internal systems.
• Strong sense of integrity and responsibility, with a commitment to representing the company's brand image positively.
• Ability to work effectively both independently and as part of a team.

What We Offer

• Mobile subscription
• Company laptop
• Eco vouchers
• Meal vouchers
• Hospitalization insurance
• Fixed cost reimbursement
• Work from home
• Additional leave for the 40-hour workweek: 1 day per full month worked, allocated pro rata based on the number of full months worked during the calendar year.