About Company
Nordia Inc. is a leading customer service provider, connecting people with businesses across Canada. With over 30 years of experience, we pride ourselves on building strong relationships through exceptional service, innovative technology, and a dedicated team. We believe in creating a supportive and engaging work environment where every employee has the opportunity to thrive and make a real difference. Join our diverse team and contribute to a company that values growth, respect, and a passion for customer satisfaction.
Job Description
Are you passionate about helping people and solving problems? Do you excel in a fast-paced environment and thrive on making a positive impact? Nordia Inc. is seeking a dynamic and empathetic Customer Support Representative to join our fully remote team based in Montreal, Quebec. In this crucial role, you will be the first point of contact for our valued customers, providing exceptional service and support for a variety of inquiries related to telecommunication services. Your day will involve assisting customers with billing questions, technical troubleshooting, service changes, and general account management, all from the comfort and convenience of your home office. We are looking for individuals who are not only articulate and patient but also possess strong problem-solving skills and a genuine desire to go above and beyond for every interaction. This is more than just a job; it’s an opportunity to build a career with a company that invests in your success, offering comprehensive training, ongoing development, and a clear path for advancement. If you are a self-starter who can manage their time effectively, embrace new challenges, and communicate with clarity in both English and French, we encourage you to apply and become a vital part of our remote customer care family.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information and effective solutions to customer issues, ranging from billing inquiries to technical support.
- Troubleshoot basic technical problems with telecommunication services and guide customers through resolution steps.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify opportunities to upsell or cross-sell products and services when appropriate.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Collaborate with team members and other departments to ensure seamless customer experience.
Required Skills
- Fluency in both English and French (written and spoken) is mandatory.
- Minimum of 1 year of experience in a customer service or call center environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and critical thinking.
- Proficiency with computers and ability to navigate multiple systems simultaneously.
- High-speed internet connection and a quiet, dedicated home workspace.
Preferred Qualifications
- Previous experience in a remote customer support role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience in the telecommunications industry.
- Ability to adapt to new technologies and processes quickly.
- Post-secondary education or equivalent work experience.
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Comprehensive benefits package including health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Employee wellness programs and mental health support.
- Opportunities for career growth and professional development.
- Work-from-home equipment provided (computer, headset).
- Employee discounts on telecommunication services.
How to Apply
If you are eager to contribute to a leading customer service team and meet the qualifications for this remote position, please click on the application link below to submit your resume and cover letter directly through our career portal. We look forward to reviewing your application!