Bilingual French/English Remote Chat Support Specialist

About the Company

Bell Canada is the largest telecommunications company in Canada, offering advanced broadband wireline, wireless, TV, Internet, and business communication services. We are dedicated to connecting Canadians and delivering exceptional customer experiences through continuous innovation and a passionate, dedicated team. Join us in shaping the future of communication.

Job Description

We are seeking an enthusiastic, empathetic, and highly skilled Bilingual French/English Remote Chat Support Specialist to join our dynamic customer service team. This is a 100% remote position, providing essential support to our diverse customer base across Canada, with a particular focus on serving our customers in Quebec and other French-speaking communities. You will be the primary point of contact for customers seeking assistance via chat, responsible for resolving inquiries, providing accurate information, and ensuring a consistently positive and seamless experience with Bell Canada’s wide range of services.

Key Responsibilities

• Provide efficient, professional, and courteous chat support to customers in both French and English.
• Resolve a wide array of customer inquiries related to billing, technical issues, service modifications, and comprehensive product information.
• Perform initial troubleshooting and diagnose basic technical issues concerning Internet, TV, and mobile services.
• Accurately escalate complex or unresolved issues to the appropriate internal departments for further investigation.
• Maintain meticulous and accurate records of all customer interactions, inquiries, and resolutions within our CRM system.
• Proactively identify customer needs and effectively suggest relevant Bell products or services that enhance their experience.
• Adhere strictly to all company policies, procedures, and service level agreements, ensuring data privacy and security at all times.

Required Skills

• Exceptional fluency in both French and English, encompassing superior written and spoken communication skills.
• Demonstrated excellent written communication skills, with impeccable grammar, spelling, and sentence structure.
• Minimum of 1 year of proven experience in a customer service or chat support role.
• Proficiency in utilizing chat support platforms, CRM software, and standard office applications.
• Strong problem-solving capabilities and critical thinking abilities to address customer concerns effectively.
• Ability to work independently, manage time efficiently, and maintain high productivity in a remote work environment.
• Possession of a reliable high-speed internet connection and a dedicated, quiet home office setup suitable for remote work.

Preferred Qualifications

• Prior experience within the telecommunications industry.
• Familiarity and experience with Salesforce or other similar customer relationship management (CRM) systems.
• Completion of post-secondary education or equivalent practical experience.
• Proven ability to effectively handle challenging customer situations with professionalism and composure.

Perks & Benefits

• Competitive hourly wage accompanied by performance-based incentives.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Abundant opportunities for career growth, advancement, and professional development within a leading company.
• Exclusive employee discounts on various Bell products and services.
• A flexible and supportive 100% remote work environment.
• Generous paid time off and observance of statutory holidays.
• Access to a variety of employee wellness programs and resources.

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