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Customer Care Specialist

Summary

Uniserve Communications is looking for a full-time Customer Care Specialist for our Vancouver office. We provide the latest technologies in digital phone, high speed internet, web-hosting, email, Cloud and data co-location Services. We take pride in giving our business and residential customers the most personalized care possible. At Uniserve you have the chance to work together with a great team of dedicated people who have a high level of responsibility in an exciting and challenging business. This is a mid-level position with room to grow.

ROLE:

The Customer Care Specialist understands the importance of providing exceptional customer service and is able to resolve a variety of basic technical and administrative issues. The successful applicant thrives in a fast-paced environment, is comfortable talking on the phone and able to multi-task. *Mandarin speaking will be considerate an asset, along with fluent English*

TASKS & RESPONSIBILITIES:

  • Answer incoming phone calls in an upbeat and professional manner.
  • Provide top-notch customer support related to our email, phone and internet services over the phone and via email.
  • Handle customer queries related to their orders, billing and various services. Experience in dispute resolution will be considered an asset.
  • Process new orders and upgrades while effectively promoting and upselling various Uniserve services.
  • Identify and escalate priority issues – also may need to de-escalate upset customers in a calm manner.
  • Follow up with customer where necessary and keep them updated on all steps of their order until they are satisfied.
  • Document all ordering information and correspondence with the customer at all times while maintaining a high level of accuracy.
  • Communicate effectively with all departments

SKILLS, EXPERIENCE AND QUALIFICATIONS

  • Proven experience in Customer Service & Support. Phone experience is considered an asset but not mandatory.
  • Have the “gift of the gab”:  be comfortable meeting new people and establishing a relationship in order to provide superior support to ensure a ‘customer for life’.
  • Speak & write English fluently.
  • Technical aptitude, be detail oriented, and provide a high level of accuracy in all communications (phone and email).
  • Be able to solve problems and handle issues over the phone- listening and comprehension skills are key.
  • Be able to uphold our Core Values of Respect, Integrity, Service & Excellence.
  • At ease with basic math in regards to billing issues.
  • Positive attitude with a willingness to learn and to strive to be better every day.

 

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