We are Diallog, a Toronto based telecommunications services provider founded in 1998 and offering one of the widest selections of business telecommunications services available in Canada. As an ISP and premium partner of Canada’s Tier One providers such as Bell, Rogers, Telus, and Allstream, we leverage world class networks and combine them with our best-in-class billing technology and customer service solutions to deliver an exceptional telecom experience.
If you have a passion for communication technology, for providing exemplary customer support, and want to become part of a high energy team with ample career development opportunities, Diallog is the place for you! Our people are our strength and we are continually focused on fostering a positive work environment that is fun and inclusive.
As Diallog’s Customer Service Representative, you are the first point of contact with existing and potential customers, and you are Diallog’s face and voice to the world. You are a friendly, enthusiastic, professional, knowledgeable individual, with a passion for helping customers and for being a proud brand ambassador. You focus on the customers needs first, and understand your role in the overall customer experience. You help team mates take ownership of customer issues and do what it takes to resolve them, troubleshooting as needed.
Work as part of our team to provide exemplary customer support and ensure that our customers are always receiving the type of service quality they signed up for
Become familiar with our various ticketing, billing and customer support tools in order to provide exemplary service to our customers
Provide level 1 support to business and residential customers for our entire suite of Internet and Voice services
Coordinate with level 2 and level 3 support as needed and continuously follow up with customers to keep them up to date regarding status of their trouble ticket
Respond in a timely manner to customer questions and requests (through telephone, email, live chat)
Work tirelessly to exceed expectations and always go the extra mile to wow our customers and ensure their issues are resolved in a timely manner
Collaborate with other team members to ensure Diallog is delivering on its industry leading service goals
Take ownership of customer complaints/issues, initiating action or resolving the problem while keeping the customer informed during the process – follow up, follow up, follow up
Sharing after-hours support duties with other team-members on an as needed basis
Providing new and existing customers with product and service information
Minimum 2 years telecommunications experience
Must have knowledge of Internet and Voice products and services
Computer savvy with experience using billing systems, ticketing systems and Microsoft Office suite of products
Ability to multi task and perform under pressure
Process oriented mind, always looking to improve overall customer experience
Strong written and verbal communication skills
High energy, vibrant personality
Exerts attention to detail in working with internal and external customers.
Ability to embody a culture of taking disciplined action and going to great lengths to fulfill responsibilities.
Ability to adapt to a changing environment and future needs.
Energetic, flexible, collaborative and proactive with a high attention to detail.
Great attitude and a people person. You enjoy your job and you enjoy the people you work with
Bilingual French considered an asset
Compensation: $16.00/hour + bi-weekly bonuses
Benefits: Full Time position, health and dental benefits package, home services employee pricing program, quarterly team building activities, vacation pay and more.