Inbound Customer Service Representative

NTT DATA

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

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À propos

Answer inbound calls from clients regarding internet, Wi‑Fi, modem, and account‑related questions. Perform mild troubleshooting, such as guiding customers through modem resets, checking connections, verifying outages, and reviewing basic Wi‑Fi settings. Provide clear explanations of plans, billing, usage, equipment, and service features. Create and update customer accounts, service tickets, and documentation in CRM systems. Educate customers on self‑service tools, equipment care, and tips for improving home Wi‑Fi performance. Maintain professionalism and empathy, especially when assisting customers experiencing service interruptions or frustration. Coordinate with technical support teams or field technicians when issues require escalation. High School Diploma Required. Minimum 1 year experience in customer service is required. Previous experience in a call centr or technical support environment is an asset. Basic understanding of internet and Wi‑Fi concepts (modems, routers, signal strength) or willingness to learn. Strong communication skills with the ability to explain technical steps in simple, friendly language. Comfortable navigating multiple systems and multitasking during calls. Patient, solution‑oriented, and able to remain calm under pressure. Reliable, punctual, and able to work in a metric-driven environment. Familiarity with servicing customers in the United States is an asset.

Ottawa, Ontario, Canada

Compétences linguistiques

English

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