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 â€" 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.
Bilingual Business Care Associate The Business Care Associate is responsible for answering all incoming customer calls through the ACD queue, providing prompt, courteous, accurate information and service to all commercial customers and effectively resolving all inquiries/issues relating to Sales and Service. This position is also required to perform all clerical/post call processing duties associated with the incoming calls. |
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Responsibilities: |
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Answer all incoming calls from commercial customers thereby providing high level of Customer Service (minimum 10-15 calls per hour) |
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Troubleshooting voice service issues per our guidelines and working with other departments to get a resolution |
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Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Primus Canada |
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Process credits to customers' account as per guidelines |
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Provide accurate, detailed information regarding products, billing procedures, and payment options, to all new/existing customers in a timely, efficient manner |
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Ensure all customer contact is documented immediately |
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Complete all post call processing and paperwork in an accurate, timely and efficient manner. |
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Business Care Associates may be required to perform one or more of the following specialized tasks: -Provide outside agent support including responding to all their inquiries via email and/or phone. -Executive Response â€" responding to all customer concerns, requests and inquiries directed to the executive team -Handle incoming and returned mail -Handle escalations from the Team Manager or Manager -Handle the Priority Care queue |
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Special Team Assignments/Projects as assigned by the Team Manager or Manager |
 Qualifications: |
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Previous Customer Service experience required, preferably from within a Primus Call centre environment |
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Demonstrated customer service skills, with an ability to develop and maintain relationships with internal and external customers |
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Extremely professional with excellent interpersonal, relationship, and communication skills (written and oral) |
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Knowledge of Primus products, policies and procedures is an asset |
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Sales experience is an asset |
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Strong Computer skills â€" Windows, MS Office, Word, Excel, Access, Primus Billing platforms |
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Solid problem solving, organizational and decision-making skills |
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Minimum Secondary School diploma |
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Solid team player |
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Bilingual in English and French |
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.
