About Primus − Customer Service Career Opportunities
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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BILINGUAL CUSTOMER SERVICE ASSOCIATE (FRENCH / ENGLISH) We are seeking motivated and professional self-starters who are results-oriented and customer driven to join our Customer Care Team in our Edmundston location.
The Customer Service Associate relays/manages the residential customer’s first service experience with Primus. The incumbent is responsible for answering all incoming customer calls, providing prompt, courteous, accurate information and service to all residential customers and effectively resolving all inquiries/issues relating to sales and service. This position handles a wide range of customer concerns/inquiries (billing/provisioning/plan etc.) including prospect email inquiries and performs all clerical/post call processing duties associated with incoming calls or emails. |
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Responsibilities: |
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Answer a wide variety of incoming calls from residential customers providing outstanding customer service and meeting/exceeding the standards of service and quality |
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Co-ordinate with other departments to provide first call/first email resolution, ensuring all customer requests, inquiries and concerns are resolved in a timely and efficient manner. |
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Increase revenue and reduce churn by up-selling and cross-selling Primus’s services to customers |
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Provide accurate, detailed information regarding Primus Canada’s products & services to all new and existing customers |
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Process one-time credit card payments to customer’s account. |
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Activate products and services in corporate database/customer account. |
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Ensure customer products and services are optimized by proactively assessing calls pattern and customer needs. |
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Participate actively in incentive initiatives |
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Protect corporate revenue by minimizing good will credits and other credits on accounts. |
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Recommend improvements to maximize customer experience with Primus |
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Special team assignments or duties, as assigned by the Team Manager |
 Qualifications: |
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Bilingual is a must – French/English – other languages a definite asset |
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Minimum high school education – post secondary recommended |
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1- 2 years of Customer Service experience required (essentially this position requires excellent customer service skills, client focus and service orientation). |
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Sales experience, an asset. |
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PC Skills – working knowledge of MS Word, Excel, and Outlook. |
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Working knowledge of Windows 95/98/NT/2000 |
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Knowledge of call centre and billing systems, an asset. |
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Excellent keyboarding skills. |
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Excellent interpersonal and customer service skills. |
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Excellent telephone etiquette. |
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Good oral and written communications skills with the ability to take and interpret communication notes quickly. |
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Strong team player |
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
