Bilingual Customer Service Representative | |
| Job ID | 23-19-26-9C-70-4A |
| Company | NorthwesTel |
| Location | Iqaluit |
| Province | Nunavut |
| Date Posted | 2018-12-12 |
| Posted Until | 2019-06-10 |
| Job Type | Full-time |
| Job Category | Telecommunications |
| Description | |
| Duties: • Maintain and develop positive relationships with Northwestel's Customers to enhance overall customer satisfaction. • Effectively manage customer requests for products and/or services information, order status, account status and order requests. • Take ownership to continually learn and understand Northwestel’s products, services and promotional offerings to effectively present solutions to customers. • Utilize fact-finding skills to qualify and quantify customer requirements to ensure that customized solutions provided meet customer expectations and business requirements. • Contribute and add value to Northwestel revenues by proactively identifying and recommending products and/or services to meet customer's needs including an effort to retain customers on Northwestel services. • Respond to electronic requests and inquiries utilizing superior customer service and business writing skills. • Follow proper procedures and protocol when dealing with requirements for assessing credit risk and limiting Northwestel’s bad debt. This includes assessing security deposit requirements based on appropriate credit check procedures and also negotiating payment with customers on overdue accounts. • Complete all order entry and clerical duties as required in an organized and timely fashion ensuring order accuracy to meet customer’s requirements. • Effectively resolve conflicts to the mutual satisfaction of both the customer and Northwestel. First level of support for customer complaints. • Actively participate in coaching and training initiatives. • Assist in identifying opportunities for improvement in work processes and procedures to create operational efficiencies and positively impact customer satisfaction. Work in a structured call center environment, effectively self manage individual performance to ensure Corporate and Department targets/goals and mandated service levels are achieved. Work shifts as required to accommodate customers. ᐱᓕᕆᐊᔅᓴᑦ: • ᑲᔪᓯᑎᑦᑎᓂᖅ ᐊᒻᒪᓗ ᐱᕙᓪᓕᐊᓂᖅ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᐃᑲᔪᖅᑎᒌᓐᓂᖅ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᑦ ᓂᐅᕕᐊᔅᓴᓕᕆᓂᕐᒧᑦ ᐱᕚᓪᓕᕐᓗᒋᑦ ᐱᓗᐊᕐᓗᒍ ᓂᐅᕕᖅᑐᓄᑦ ᑐᓂᓗᒋᑦ ᐊᑲᐅᓈᖅᑐᒥᑦ ᐱᔨᑦᑎᕋᐅᑎᓂᒃ. • ᐊᑲᐅᔪᒃᑯᑦ ᐊᐅᓚᑦᑎᓂᖅ ᓂᐅᕕᖅᑐᑦ ᐱᔪᒪᔭᖏᓐᓂᒃ ᐱᖁᑎᓂᒃ ᐊᒻᒪᓗ/ᐅᕝᕙᓘᓐᓃᑦ ᐱᔨᑦᑎᕋᐅᑎᓄᑦ ᑐᑭᓯᐊᔾᔪᑎᔅᓴᓂᒃ, ᑎᑭᓴᐃᔪᓄᑦ, ᑮᓇᐅᔭᓕᕆᓂᕐᒧᑦ ᓈᓴᐅᑎᓕᕆᓂᖅ ᐊᒻᒪᓗ ᐱᖁᔨᓂᖅ ᑎᑭᓴᐅᑎᔅᓴᓂᒃ. • ᐱᒻᒪᔅᓴᕐᓗᓂ ᑲᔪᓯᓗᓂ ᐃᓕᓐᓂᐊᕐᓗᒋᑦ ᐊᒻᒪᓗ ᑐᑭᓯᐊᓗᒋᑦ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᑦ ᐱᖁᑎᖏᓐᓂᒃ, ᐱᔨᑦᑎᕋᐅᑎᖏᓐᓂᒃ ᐊᒻᒪᓗ ᐱᔪᒪᑎᑦᑎᓂᕐᒧᑦ ᑐᓂᓯᓂ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᐋᖅᑭᒃᓱᐃᔪᓐᓇᕐᓗᓂ ᓂᐅᕕᖅᑐᓄᑦ. • ᐊᑐᕐᓗᒋᑦ ᑕᐃᒪᐅᔪᑦ−ᐊᑲᐅᙱᑦᑐᓂᒃ ᐊᔪᙱᔾᔪᑎᔅᓴᓂᒃ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᐊᒻᒪᓗ ᓱᓇᐅᓂᖏᑕ ᓂᐅᕕᖅᑐᒧᑦ ᐊᑐᖅᑕᐅᔭᕆᐊᖃᖅᑐᓂᒃ ᓇᓗᓇᐃᖅᓯᑦᑎᐊᕐᓗᑎᒃ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᐃᓱᒪᔅᓴᖅᓯᐅᕐᓂᕐᒧᑦ ᓂᐅᕕᖅᑐᒧᑦ ᓂᕆᐅᒋᔭᖏᓐᓂᑦ ᐊᒻᒪᓗ ᓇᒻᒥᓂᓕᕆᓂᕐᒧᑦ ᐊᑐᖅᑕᐅᔭᕆᐊᖃᖅᑐᓂᒃ. ᑕᑯᑎᑦᑎᓗᓂ ᐊᒻᒪᓗ ᐃᓚᒋᐊᕐᒋᑦ ᐱᒻᒪᕆᐅᔪᑦ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᓐᓄᑦ ᑮᓇᐅᔭᓕᐅᕐᓂᕆᔭᖏ ᓇᓗᓇᐃᖅᓰᓐᓇᖃᑦᑕᕐᓗᓂ ᐊᒻᒪᓗ ᐅᖃᐅᔾᔪᐃᙳᐊᕐᓂᖅ ᐱᖁᑎᓂᒃ ᐊᒻᒪᓗ/ᐅᕝᕙᓘᓐᓃᑦ ᐱᔨᑦᑎᕋᐅᑎᓄᑦ ᓂᐅᕕᖅᑐᒧᑦ ᐱᔪᒪᔭᖏᓐᓂᒃ ᐊᒻᒪᓗ ᐱᕚᓪᓕᕆᐊᕐᓗᒋᑦ ᐱᓯᒪᑦᑎᒋᐊᕐᓗᒋᑦ ᓂᐅᕕᖅᑐᑦ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᑦ ᐱᔨᑦᑎᕋᐅᑎᖏᓐᓄᑦ. • ᑭᐅᓗᓂ ᐅᐊᔭᒨᕈᑎᓄᑦ ᐱᔭᐅᔪᒪᔪᓄᑦ ᐊᒻᒪᓗ ᐃᓱᒪᒋᔭᐅᔪᓄᑦ ᐊᑐᕐᓗᒋᑦ ᐃᓱᒪᒋᔭᖏᑕ ᓂᐅᕕᖅᑑᑉ ᐱᔨᑦᑎᕋᕐᓂᕐᒧᑦ ᐊᒻᒪᓗ ᓇᒻᒥᓂᒧᑦ ᑎᑎᕋᕈᓐᓇᕐᓂᕐᒧᑦ ᐊᔪᙱᔾᔪᑎᔅᓴᓂᒃ. • ᒪᓕᑦᑎᐊᕐᓗᒋᑦ ᒪᓕᒃᑕᐅᔭᕆᐊᖃᖅᑐᑦ ᐊᒻᒪᓗ ᑐᙵᕝᕕᒋᔭᐅᔪᑦ ᐊᑐᖅᑕᐅᔭᕆᐊᖃᖅᑐᑦ ᐱᔾᔪᑎᒋᓪᓗᒋᑦ ᖃᐅᔨᓴᕐᓂᐊᖅᑎᓪᓗᒋᑦ ᑮᓇᐅᔭᓄᑦ ᐊᑦᑕᕐᓇᖅᑐᓄᑦ ᐊᒻᒪᓗ ᑭᒡᓕᖃᖅᑎᑦᑎᓗᓂ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᑦ ᐊᑮᑦᑐᖏᓐᓂᒃ. ᑕᒪᓐᓇ ᐃᓚᖃᖅᑐᑦ ᖃᐅᔨᓴᕐᓂᕐᒧᑦ ᐊᑦᑕᕐᓇᖅᑕᐃᓕᒪᓂᕐᒧᑦ ᑐᖅᑯᖅᑕᐅᔪᑦ ᑮᓇᐅᔭᐃᑦ ᒪᓕᒐᔅᓴᐃᑦ ᒪᓕᓪᓗᒋᑦ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᑮᓇᐅᔭᖃᕐᓂᕐᒧᑦ ᖃᐅᔨᓴᕐᓂᖅ ᒪᓕᒐᔅᓴᖏᑦ ᐊᒻᒪᓗ ᐊᔩᖃᑎᖃᕐᓂᖅ ᐊᑭᓕᔅᓴᓄᑦ ᓂᐅᕕᖅᑐᓂᑦ ᐊᑮᑦᑐᖏᑕ ᐱᔾᔪᑎᒋᓗᒋᑦ. • ᐱᐊᓂᑦᑎᐊᕐᓗᒋᑦ ᑕᒪᒃᑭᑦ ᑎᑭᓴᖅᑕᐅᔪᑦ ᐊᒻᒪᓗ ᓂᐅᕕᖅᑎᐅᓂᕐᒧᑦ ᐱᓕᕆᐊᔅᓴᓂᒃ ᐱᖁᔭᐅᒍᒥ ᐋᖅᑭᒃᓯᒪᔪᒃᑯᑦ ᐊᑲᐅᔪᒃᑯᑦ ᖃᖓᑐᐃᓐᓇᖅ ᓇᓗᓇᐃᖅᓯᓗᑎᒃ ᐊᑲᐅᔪᒥᑦ ᓂᐅᕕᖅᑐᓄᑦ ᐱᔪᒪᔭᖏᓐᓂᒃ. • ᐊᑲᐅᔪᒃᑯᑦ ᐋᖅᑭᒃᓱᐃᓂᖅ ᐊᑲᐅᙱᓕᐅᕈᑕᐅᔪᓂᒃ ᐊᑲᐅᓈᕆᐊᕐᓗᒋᑦ ᓂᐅᕕᖅᑐᒧᑦ ᐊᒻᒪᓗ ᓄᐊᑦᕕᔅᑎᐅᒃᑯᓐᓄᑦ. ᓯᕗᓪᓕᒃᑯᑦ ᐃᑲᔪᕐᓗᒍ ᓂᐅᕕᖅᑐᑦ ᐅᓐᓂᕐᓗᒃᑕᖏᓐᓂᒃ. • ᐃᓚᒌᓐᓇᕋᓱᐊᕐᓗᓂ ᑲᒪᓂᕐᒧᑦ ᐊᒻᒪᓗ ᐃᓕᓴᐃᓂᕐᒧᑦ ᐱᓕᕆᐊᔅᓴᓄᑦ. • ᐃᑲᔪᕐᓗᓂ ᓇᓗᓇᐃᖅᓯᓂᖅ ᐃᓱᐊᓈᕈᑎᔅᓴᓂᒃ ᐱᕚᓪᓕᕆᐊᕐᓗᒋᑦ ᐱᕙᓪᓕᐊᔪᑦ ᐊᒻᒪᓗ ᐊᐅᓚᕙᓪᓕᐊᔪᑦ ᐊᑲᐅᓈᖅᑐᒃᑯᑦ ᐊᐅᓚᔪᒥᑦ ᐱᔪᒃᑯᑦ ᐊᒻᒪᓗ ᓴᓪᓗᙱᑦᑐᒃᑯᑦ ᐱᕙᓪᓕᐊᔪᑦ ᓂᐅᕕᖅᑐᓄᑦ ᐊᑲᐅᓈᕐᓂᖓᓄᑦ. • ᐃᖅᑲᓇᐃᔭᕐᓗᓂ ᐋᖅᑭᒃᓯᒪᔪᒥ ᐅᖄᓚᐅᑎᓕᕆᔨᒃᑯᕝᕕᒻᒥ, ᐊᑲᐅᔪᒃᑯᑦ ᐃᒻᒥᒃᑯᑦ ᑲᒪᓗᓂ ᐊᐅᓚᓂᕐᒧᑦ ᑭᓇᒥᑦ ᐊᐅᓚᓂᖓᑕ ᓇᓗᓇᐃᖅᓯᓗᓂ ᑯᐊᐳᕆᓴᓐᒃᑯᑦ ᐊᒻᒪᓗ ᐱᓕᕆᕝᕕᐅᔪᑦ ᑐᕌᒋᔭᖏᑦ ᐊᒻᒪᓗ ᒐᕙᒪᓕᕆᓂᕐᒧᑦ ᐱᔨᑦᑎᕋᐅᑎᖏᑦ ᐊᑐᖅᑕᐅᑦᑎᐊᕐᓗᑎᒃ. ᐃᖅᑲᓇᐃᔭᕐᓂᖅ ᐱᔾᔪᑎᖏᑦ ᐱᔨᑦᑎᕋᕐᓗᒋᑦ ᓂᐅᕕᖅᑐᑦ. | |
| Education Requirements | High School Diploma or equivalent ᐃᓕᓐᓂᐊᕌᓂᒃᓯᒪᓗᓂ ᓇᓗᓇᐃᒃᑯᑕᓂᒃ ᐅᕝᕙᓘᓐᓃᑦ ᐊᔾᔨᑲᓯᐊᓂᒃ ᐃᓕᓐᓂᐊᖅᓯᒪᓂᖅ |
| Essential Skills | Excellent oral and written communication skills with strong attention to detail, including managing complex requests Successful candidates will be required to pass an exam incorporating customer service skills, problem solving, math, keyboarding, and computer applications. Previous Call Centre experience focusing on customer service and sales is an asset Knowledge of applications used by Customer Service teams and service delivery processes is an asset ᐅᖃᐅᓯᖃᕈᓐᓇᑦᑎᐊᕐᓗᓂ ᐊᒻᒪᓗ ᑎᑎᕋᕈᓐᓇᑦᑎᐊᕐᓗᓂ ᐊᔪᙱᔾᔪᑎᔅᓴᓂᒃ ᓴᙱᔪᒥᑦ ᐅᔾᔨᕈᓱᓪᓗᓂ, ᐃᓚᒋᓗᒋᑦ ᐊᐅᓚᑦᑎᓂᕐᒧᑦ ᐊᑐᖁᔭᐅᔪᓄᑦ ᐆᑦᑐᕋᓱᐊᖅᑐᑦ ᐃᖅᑲᓇᐃᔮᒧᑦ ᐱᖁᔭᐅᓂᐊᖅᑐᖅ ᖃᐅᔨᓴᖅᑕᐅᓗᓂ ᓂᐅᕕᖅᑎᓕᕆᓂᕐᒧᑦ ᐱᔨᑦᑎᕋᐅᑎᓂᒃ, ᐊᑲᐅᙱᓕᐅᕈᑕᐅᔪᓂᒃ ᐋᖅᑭᒃᓱᐃᓂᕐᒧᑦ, ᓈᓴᐅᑎᓕᕆᓂᖅ, ᖃᕋᓴᐅᔭᓕᕆᓂᖅ, ᐊᒻᒪᓗ ᖃᕋᓴᐅᔭᓕᕆᓂᕐᒧᑦ ᐃᓚᒋᔭᖏᓐᓄᑦ. ᐃᖅᑲᓇᐃᔮᖅᑎᓪᓗᒋᑦ ᑲᑎᒪᔪᓐᓇᕐᓂᕐᒥᑦ ᖃᐅᔨᒪᓗᓂ ᑐᕌᒋᔭᖃᖅᑐᑦ ᓂᐅᕕᖅᑐᓄᑦ ᐱᔨᑦᑎᕋᕐᓂᕐᒧᑦ ᐊᒻᒪᓗ ᓂᐅᕕᐊᔅᓴᓕᕆᓂᖅ ᐱᖁᑎᒋᔭᐅᔪᑦ. ᖃᐅᔨᒪᓗᓂ ᑐᒃᓯᕋᖅᑕᐅᔪᑦ ᐊᑐᖅᑕᐅᔪᑦ ᓂᐅᕕᖅᑐᓄᑦ ᐱᔨᑦᑎᕋᐅᑎᓕᕆᔩᑦ ᐊᒻᒪᓗ ᐱᔨᑦᑎᕋᐅᑎᓕᕆᓂᕐᒧᑦ ᐱᕙᓪᓕᐊᔪᑦ ᐱᖁᑎᒋᔭᐅᔪᑦ. |
| Experience | 2 years experience in customer service and/or sales with proven customer service skills 2 ᐅᑭᐅᑦ ᐃᓕᓯᒪᓗᓂ ᐱᔨᑦᑎᕋᕈᓐᓇᕐᓂᕐᒧᑦ ᐊᒻᒪᓗ/ᐅᕝᕙᓘᓐᓂᑦ ᓂᐅᕕᖅᑎᐅᓂᕐᒧᑦ ᓇᓗᓇᐃᖅᓯᓗᓂ ᓂᐅᕕᖅᑐᓄᑦ ᐱᔨᑦᑎᕋᕈᓐᓇᕐᓂᖅ ᐊᔪᙱᔾᔪᑎᔅᓴᓂᒃ |
| Languages | Must Be Fluent In English And Inuktitut/ᐅᖃᕈᓐᓇᑦᑎᐊᕐᓗᓂ ᖃᓪᓗᓈᑎᑐᑦ ᐊᒻᒪᓗ ᐃᓄᒃᑎᑐᑦ |
| Work Settings | Bilingual Customer Service Representative position located either in Iqaluit, NU, Yellowknife, NT or Whitehorse, YT |
| Other | As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit. As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement. |
| How To Apply | For details or to apply online: GoToCareers.ca/NWTel |
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