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Shaw Communications
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Customer Advisor Bilingual - French & English

Department name: Customer Care
Business unit: Consumer
Position ID: J0922-2143

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role

We have an exciting opportunity to join our team as a Customer Advisor working out of Montreal or Mississauga.
Our dedicated Customer Advisor team members help our customers tackle any challenge with courtesy and professionalism. You'll fully support and resolve phone inquiries quickly and efficiently, providing an outstanding customer experience both over the phone and through chat support.

Please be advised that we provide service to our customers twenty-four hours a day, seven days a week, 365 days per year, and the successful candidate will be required to work various shifts including evenings, weekends, and statutory holidays.
*Please note: In response to the Covid-19 pandemic, we have temporarily adjusted our Work From Home protocols to include all those required to be onsite to do their work.

A typical day

Correspond with customers primarily over chat and phone, you will pivot between the two as required
• Provide professional and knowledgeable service while delivering an exceptional customer experience
• Establish strong customer relations with both internal and external customers
• Educate customers in realizing the full benefit of their Shaw products and services
• Promote Shaw’s products and services through identifying customer needs
• Seek out opportunities for additional sales to increase revenue with existing customers
• Complete data input with a high level of speed and accuracy
• Verify rates and codes to ensure accurate customer billing
• Ensure department and individual goals are consistently met
• Represent Shaw in a positive and professional manner
• Various other duties as needed

Your skills/experience

• Minimum 1 year of demonstrated customer service and sales experience within a fast-paced retail, sales and/or call center environment.
• Ability to work flexible shifts including evenings, weekends, and statutory holidays
• Superior verbal and written communication skills in both French and English, including strong grammar and editing skills will be mandatory
• Adaptable to changing priorities and challenging situations with integrity, empathy and sincerity
• Minimum Typing speed of 45-50 WPM with a high degree of accuracy
• Excellent organizational & multi-tasking skills with ability to handle multiple customer chat conversations simultaneously
• Previous chat experience is an asset
• Ability to meet deadlines and input data with high level of speed and accuracy
• Strong selling skills with a demonstrated ability to close the sale
• Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook)
• Ability to work independently with the desire to go above and beyond while contributing to your team’s overall success
• Professional business manner

Other details

This position requires the successful completion of a criminal and credit background check
• This role is location-specific
• Work from Home will be required and so a wired high speed internet connection is a must (minimum 75 Mbps) as well as an adequate workspace at home
• We might return to the office and so it’s important to note this, but for now training will be WFH until further notice
• Where are you hiring? Montreal and Mississauga
• Is travel required? No

Posting closing date: October 17, 2022

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.