Customer Care Specialist

Ainsworth is seeking Customer Care Specialist to be responsible for coordinating a variety of Telecom related projects and activities for customer related installations and requests.

Responsibilities:

• Act as the initial point of contact for customers and internal users.
• Triage all incoming issues and perform first level support to resolve or assign as required.
• Provide timely and accurate response to all incidents, outages and requests to customers and service providers.
• Accurately record problem details using a ticketing system(s).
• Follow Incident Response and Escalation procedures accurately and quickly.
• Develop in-depth knowledge of our services and offerings and provide informative support tailored to the needs of our customers.
• Maintain knowledge of new customer technologies, devices, and procedures.
• Ensure customers has a great service experience though engagement and provide appropriate follow up.
• Communicate with internal Customer Care team.
• Provide day to day operations support for Ainsworth clients.
• All other duties as assigned

Requirements:

• Fully bilingual, written and spoken (English and French).
• Minimum 1 year of experience in any of the following areas:
  call centre, telecommunications, or cabling.
• Ability to work independently, but towards team goals.
• Strong analytical, documentation and communication skills.
• Ability to multitask and prioritize incidents based on operational impact.
• Strong written and verbal communication skills.
• Ability to prioritize, multitask and work effectively under pressure to meet deadlines.
• Well-developed interpersonal skills
• Exceptional customer service experience
• Experience with Microsoft (Word / Excel etc)

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

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