ABOUT TELMAX INC.:

telMAX is a private equity backed all fiber digital infrastructure platform that provides a 21st Century alternative to traditional telecom networks. Recognized for three consecutive years as Canada’s Fastest ISP with an industry leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario.

EDUCATION:

• High School Diploma or equivalent required.
• Associate degree in Communications, Business, or related field preferred.
• Relevant customer service certifications is an asset.

EXPERIENCE:

• Applicants must be bi-lingual Mandarin and/or Cantonese and English.
• Prior experience in a call centre environment, or experience handling customers over the phone.
• Prior experience in telecommunications considered an asset
• Proficiency in, CRM, Billing Systems and Microsoft Office Suite (i.e. Word, Power Point, Excel, Outlook)
• Technical Proficiency with troubleshooting and connecting customers.
• Passionate about providing world class customer service and sales solutions.
• Must be accountable to work schedules, and have flexibility to work evenings and weekends based on business needs
• Capability to diagnose and resolve technical issues related to connectivity, devices, and network problems.
• Strong ability to explain technical information in a clear, concise, and easy-to-understand manner.

• Provide telMAX customers with an extraordinary customer service experience.
• Operate well both independently and in a team in a fast paced, multi-tasking environment while maintaining accuracy and attention to detail.
• Complete accurate transactions in a timely manner.
• Handle collections activities on overdue accounts.
• Be organized, determined, persistent and demonstrate exceptional problem-solving abilities.
• Demonstrate a high level of attention to detail.
• Thorough knowledge of the company’s products, services, and promotions.
• Display excellent verbal and written communications skills.
• Keep the customer informed of work to be done.
• Continue to learn and understand telMAX’s products and services to promptly respond to customer inquiries regarding software usage/features, monitoring, installation, maintenance and troubleshooting.
• Proactively respond to network events reported on monitoring tools in the Customer Support Centre and document all interactions and/or escalations and troubleshooting steps taken.
• Continually train on proprietary system enhancements to manage customer requests more efficiently and effectively.
• Have sound practical judgment of priorities and time management.
• Stay informed about the latest updates and changes in telecom products and services.
• Demonstrating commitment to stay up to date with work processes, policies and company information.
• Ensuring all customer information and issue resolutions are accurately recorded.
• Carefully following procedures and protocols to avoid mistakes.
• Strategically and effectively calm down customers, negotiate and find mutually acceptable and satisfactory resolutions.