About Company
SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, Canada. As a Crown corporation, we are committed to connecting our communities through advanced wireless, internet, TV, and data solutions, serving residential and business customers across the province. With a rich history spanning over a century, SaskTel is dedicated to innovation, customer satisfaction, and contributing to the economic and social well-being of Saskatchewan. We pride ourselves on our diverse and inclusive workforce, fostering an environment where employees can grow, innovate, and make a real difference in the lives of the people we serve. Join a company that is foundational to the province’s connectivity and future.
Job Description
Are you passionate about helping people and eager to make a significant difference from the comfort of your home office? SaskTel, Saskatchewan’s leading information and communications technology (ICT) provider, is actively seeking dedicated, empathetic, and tech-savvy individuals to join our dynamic team as Remote Customer Care Officers. This is a unique and fulfilling opportunity to serve as the friendly and knowledgeable voice of SaskTel, providing essential support and delivering unparalleled service to our valued residential and business customers across the entire province, all while benefiting from the flexibility and convenience of a fully remote work arrangement.
In this pivotal role, you will stand as the primary point of contact for our diverse customer base. Your daily tasks will involve expertly addressing a wide array of inquiries and concerns related to our extensive suite of cutting-edge products and services. This includes troubleshooting and providing information on high-speed internet, digital television, advanced wireless solutions, and reliable landline services. Your core mission will be to efficiently and effectively resolve customer issues, provide accurate and easy-to-understand information, and patiently guide customers through various technical troubleshooting steps. You will engage with customers predominantly through phone conversations, with potential for online chat support, ensuring that every interaction is positive, professional, and leaves our customers feeling genuinely valued and satisfied.
We are specifically looking for individuals who not only thrive but excel in a fast-paced, ever-evolving environment. Ideal candidates will possess exceptional problem-solving abilities, demonstrate remarkable attention to detail, and consistently maintain a calm, professional, and reassuring demeanor, even when facing challenging situations. Your ability to actively listen, truly empathize with customer concerns, and then clearly and concisely communicate complex technical information in an accessible manner will be absolutely critical to your success in this role. As a Remote Customer Care Officer, you will play an indispensable role in upholding SaskTel’s long-standing reputation for excellence, innovation, and unwavering customer loyalty, directly contributing to the outstanding experience our customers have with the SaskTel brand every single day.
SaskTel is deeply committed to fostering a supportive, inclusive, and collaborative work environment, extending comprehensive support even to our remote team members. We provide extensive, industry-leading training programs designed to equip you with all the necessary knowledge, cutting-edge tools, and confidence required to excel in your role. Beyond initial training, we offer continuous learning opportunities and robust support systems to ensure your ongoing success, professional growth, and career development within the company. If you are a highly motivated self-starter with an innate customer-centric mindset, unparalleled communication skills, and a fervent desire to contribute significantly to a company that tirelessly connects communities and enhances lives across Saskatchewan, we enthusiastically encourage you to apply. Join SaskTel and become an integral, celebrated part of a team that truly keeps Saskatchewan connected, empowered, and thriving.
Key Responsibilities
- Respond to customer inquiries via phone, email, and/or chat in a timely and professional manner.
- Troubleshoot technical issues for internet, TV, wireless, and landline services, guiding customers through resolution steps.
- Provide accurate information regarding SaskTel products, services, billing, and promotions.
- Process service changes, upgrades, and new service orders.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to appropriate departments for resolution.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Adhere to company policies, procedures, and service level agreements.
- Continuously learn about new products, services, and system updates to provide informed support.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Demonstrated empathy and patience when dealing with diverse customer needs.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Flexibility to work various shifts, including evenings, weekends, and holidays, as per operational needs.
- Strong technical aptitude and ability to quickly learn new technologies and processes.
Preferred Qualifications
- Minimum of 1 year of experience in a customer service or call center environment.
- Experience in the telecommunications industry.
- Post-secondary education or equivalent training in a relevant field.
- Bilingualism (English/French) is considered an asset.
Perks & Benefits
- Competitive hourly wage.
- Comprehensive health and dental benefits package.
- Defined benefit pension plan.
- Paid vacation and sick leave.
- Opportunities for career growth and professional development.
- Extensive training programs to ensure your success.
- Employee assistance program.
- Discounts on SaskTel products and services.
- Supportive remote work environment with necessary tools and equipment.
How to Apply
If you are eager to contribute your skills to a leading Saskatchewan company and thrive in a remote customer care environment, please click on the application link below. You will be directed to the SaskTel careers page where you can search for this role or similar opportunities and submit your detailed application. Please ensure your resume highlights your customer service experience and technical proficiencies.