Customer Experience Advisor

Job title:

Customer Experience Advisor

Company

Rogers Communications

Job description

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!Customer Experience AdvisorWhat you will do:

• Proactively contact English/French customers in response to poor experience in order to identify outstanding concerns that require immediate escalated resolution.
• Negotiate solutions that balance the needs of the customer with business rules exercising appropriate discretion around policy where required.
• Ensure accurate reporting of customer concerns and resolution for insights on key trends, internal process improvements, policy or system issues etc.
• Escalate unresolved situations following the defined escalation path, to avoid CCTS impacts to Rogers/ Fido.
• Liaise with internal partners to drive resolution.
• Handle issues of a sensitive nature in efforts to resolve customer issues and maintain a positive customer experience.
• Meet or exceed departmental objectives.
• Ability to filter large volumes of information quickly in order to identify key information, to establish resolution.
• Act as a true customer ambassador for the Organization; achieve “win-win solutions” for both Rogers as well our customers.
• Manage workload efficiently and confidently.

What you will bring:

• Care trained with a minimum of 3 years with Rogers. (French and Fido is an asset)
• Must have a ‘Good’ or higher on most recent Performance Review.
• Very strong in both written and verbal communication
• Demonstrate superior negotiation skills and escalation skills.
• Enthusiastic, “can-do” attitude with a genuine desire and willingness to help others and promote Rogers/ Fido positively/
• The ability to remain calm, focused and objective regardless of call content.
• Customer service and billing for cable, internet, RHP and wireless products. (Care/Ignite trained)
• Second level escalation and or retention experience.
• Must be able to perform effectively in a busy, fast paced, ever changing environment.
• Team player with strong interpersonal skills with a solid understanding of business professionalism.
• Availability to work a flexible schedule
• Current Hours of Operation (subject to change) are Monday to Saturday (10AM – 8PM)
• Ability to work well in high pressure situations with tight deadlines.
• Detailed knowledge of all Rogers’ products, policies, procedures and systems.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role. ​Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: National
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 319495At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .Posting Notes: Customer Experience

Expected salary

Location

Montreal, QC

Job date

Thu, 20 Mar 2025 23:03:40 GMT

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