[Hiring] Customer Service Representative @Levata

Role Description

This is a fully remote role but the candidate must be based in Canada. The bilingual Customer Service Rep is responsible for the overall relationship between their client, carrier and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded. This function’s sole focus is on client satisfaction.

What You’ll do:

• As the primary interface between the client and OCR Canada, this role is responsible for the following key service measurements:
• Customer Relationship
• Contract Management
• Problem Solving & Planning
• Tracking & Reporting
• Service Level Management
• Manage issues escalated from Tier 1 Helpdesk
• Manage day to day services for customers – mobility activations, cancellations and suspensions
• Use ticketing system to help customers with incident management, repair and logistics.
• On a weekly basis, review open and closed tickets with the customer
• On a monthly basis, provide an overall report on the clients Managed Mobility Solution including Tier 1 Helpdesk
• Review service challenges and identify opportunities for improvement based on specific actions to be executed
• Develop opportunities to expand, plan and contract service level agreement (SLA) management
• Analyze and present reports to customer on monthly basis, or at a frequency as requested by the customer executive team
• Maintain a high degree of professionalism, courteousness and friendliness
• Enthusiastically lives and breathes our Core Values
• Manage all the Customer facing communication aspects of the Recycle, Wipe and or Exec-Care programs
• Maintain up-to-date knowledge of all mobile devices
• Prepare waybills as required to support shipping and receiving
• Complete other tasks as required

Qualifications

• OSSD High School Diploma required
• Microsoft office training experience is an asset
• Proficiency in French and English

Benefits

• Comprehensive health and dental (100% premiums paid by Levata)
• Paid vacation time
• Cost-reduced health club membership
• Option to contribute in RRSP plan
• Salary range of $40,000-$45,000 depending on experience and a 5% annual bonus