Haivision is looking for someone :
Who has 2+ years experience working in a Customer Service or Call Center role.
With excellent time management skills and attention to detail.
Who has strong people skills, is a good communicator, and empathetic.
Haivision’s Customer Service Representatives work within the Business Operations group as a team based in our Montreal head office.
As a Customer Service Representative you’ll be responsible for providing a high level of support to our customers and internal teams.
Responsibilities include communicating with customers by phone, email and web chat, processing returns (RMA), and fulfilling product license requests.
Read below for details and other requirements
KEY REQUIREMENTS :
PERSONALITY : You must be dynamic and very well spoken. You are often the face of the company for new and existing customers.
TENACITY : You must have a great work ethic and a willingness to do what needs to be done to ensure a great customer experience.
ORGANIZED : You must have an orderly way to keep track of what you need to accomplish and when.
Tasks and Responsibilities
Triage and direct inbound customer calls, web chats, and emails to the appropriate teams.
Respond to and resolve internal & external questions related to order fulfillment.
Coordinate with customers and internal teams to ensure timely processing of customer returns (RMAs).
Coordinate with customers to ensure timely processing / fulfillment of product licensing.
Onboarding new customers into Customer Relationship Management (CRM) System including identifying important account contacts, customer acceptance and sign-
off of support entitlement, and Support Portal activation.
Create and maintain existing client records in Salesforce.com CRM.
Follow up with customers by phone and email as needed.
Other duties as assigned
Professional and Personal Requirements
Work Ethic. You must be able to work within a team environment, have the discipline to complete your tasks everyday, care about the quality of your work, and be accountable.
An incredible communicator! Excellent command and highly proficient in spoken and written English. Other languages are a plus!
A quick learner. This is a fast-paced technology world so you have to be ready and willing to hit the ground running.
Organized. You must be able to manage multiple tasks and keep track of your projects using the tools that work for you (notebooks, phone, reminders etc)
Comfortable with technology. Basic understanding of networking (have you set-up your home wi-fi?), Google Docs, Slack, Salesforce, emails should come effortlessly.
Proactive. We’re profitable, but still a small company. Our best employees are those that don’t need to be told what to do and go the extra mile
Attractive base salary.
Amazing coffee, we have an old school cappuccino machine, you’ll never drink Starbucks again
The usual benefits (health, dental, etc )
A casual work environment with stocked fridges, fruits, casual lounge areas, etc.
Chance to move up. We like to promote from within, if you’re a star then we’ll make sure you get the recognition for your hard work