Job Description

Bell Canada is seeking a motivated and resourceful Online Client Relations Associate to join our dynamic team in Vancouver, British Columbia. As an integral part of our client relations department, you will play a crucial role in fostering strong relationships with our online customers by providing exceptional service and support. In this part-time position, you will have the opportunity to work in a high-energy environment focused on delivering impactful results for our clients and the company.

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Key Responsibilities

• Act as the first point of contact for online inquiries from clients via email, chat, and social media platforms.
• Respond promptly to customer inquiries, effectively addressing inquiries regarding products, services, troubleshooting, and resolving issues.
• Utilize strong analytical skills to assess client needs and provide tailored recommendations to enhance their experience.
• Develop and maintain comprehensive knowledge of Bell Canada’s products, services, and policies to provide accurate information and support to clients.
• Document interactions and maintain thorough records of client feedback, inquiries, and solutions provided in accordance with company standards.
• Collaborate with internal teams to escalate and resolve complex client issues in a timely manner.
• Track and report on client satisfaction metrics to identify areas for improvement and implement changes based on feedback.
• Participate in regular training sessions and professional development workshops to enhance product knowledge and soft skills.
• Assist in crafting client engagement strategies to improve retention and overall customer experience.
• Stay informed about industry trends and competitor offerings to better serve and inform our client base.

Requirements

Education & Experience:

• Minimum of 2 years of experience in client relations, customer service, or a related field.
• A diploma or degree in Business Administration, Communication, or a related field is preferred.

Personality Traits:

• Motivated: Self-starter who takes initiative and is committed to achieving success.
• Resourceful: Ability to think critically and develop creative solutions to challenges that arise in client interactions.

Soft Skills:

• Communication: Exceptional verbal and written communication skills with a focus on clarity and professionalism.
• Analysis: Strong analytical and problem-solving skills to understand and address client needs effectively.

Technical Skills:

• Proficiency in using customer relationship management (CRM) software and other digital communication tools.
• Basic understanding of telecommunications services and products is an asset.

Benefits

• Training & Professional Development: Access to ongoing training programs to enhance your skills and knowledge.
• Company Equipment: Provision of necessary equipment to ensure a productive work-from-home setup.
• Travel Opportunities: Potential for travel to company events or training sessions as required.