net2phone Canada is hiring a
Customer Experience Specialist in Canada

Summary

Net2phone Canada is a VoIP telecommunications provider seeking a tech-savvy, customer-focused individual to join their award-winning team as a Customer Experience Specialist. The role involves helping business users solve problems via phone, online chat, and email support, tracking actions taken in Salesforce, and attending weekly one-on-one meetings with the supervisor. The candidate must have at least 1 year of customer service experience, outstanding organizational skills, and French-English bilingualism.

Requirements

• 1+ years of customer service/experience
• Outstanding organizational skills with a strong attention to detail
• French-English Bilingualism required

Responsibilities

• Help business users solve problems via phone, online chat, and email support
• Review cases waiting on responses from clients and follow up with those who have open cases
• Properly track actions taken and work performed in Salesforce to ensure proper communication with our clients and the team
• Escalate issues beyond your scope of troubleshooting to both our Level 2 team and Escalation Manager and keep the client updated on its progress
• Attend Weekly one on one meetings with your supervisor to review performance and receive coaching
• Be available for 24/7 on-call support on your scheduled rotation
• Review cases at the end of the day to ensure we meet our client SLA’s
• Help create a positive work environment and respect all staff, equipment, and office spaces

Benefits

• Accessible team socials (virtual and in person)
• Learning opportunities and growth
• Paid time off, sick & family days as well as paid volunteer days
• Ability to work remotely
• $2,000 in health & wellness benefits