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Customer service agent - Inbound call center

📁
Customer Service & Sales Support
📅
014351 Requisition #

Colleagues you’ll love.

A dynamic and collaborative workplace where you can contribute to our story.

An access to over 6,000 free courses for your continuous development and career growth.

Comprehensive benefits from day one. 

This is the #YPLife and what working at YP is all about.

 

 

What is a Customer Service Agent - Inbound Call Center at Yellow Pages ?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

 

As a customer service agent, you will have to:  

- Act as the first point of contact within Yellow Pages Customer Service/Call Centre, with a focus on established service levels and standards.

- Respond to internal and external customer inquiries relative to YP business and advertising methods: received by various methods - i.e. phone, email, mail, social media, chat, etc. 

   

Your tasks are :

 

1. Satisfy existing/potential customer expectations regarding YP products and services.

  • Reply to all submitted requests in a professional and courteous manner in accordance with YP’s service standards
  • Provide accurate and informative explanations to customers relative to their advertising programs, including, but not limited to, product features, accessing digital results/reports, familiarizing the advertiser with the yp.ca platform.
  • Facilitate customer requests for changes or updates to their online content
  • Demonstrate active listening skills gaining full understanding of the customer’s needs/issues while exhibiting empathy.
  • As customer’s first point of contact, redirect calls as required to other groups, example: Sales, Claims Inbound or Outbound, Operations, Finance, Digital Fulfillment, etc. Provide support and follow-up as required.
  • Initial claim/complaint validation includes, but is not limited to, validating   authorization, policy adherence, upholding YP Terms and Conditions as applicable, etc.
  • When required, provide support for Inbound Claims queue ensuring adherence to YP service level targets. 

2. Act as a customer service resource and business partner with all related functions of the company

  • Reply to all submitted requests in a professional and courteous manner in accordance with YP’s service standards
  • Provide accurate and informative explanations to customers relative to their advertising programs, including, but not limited to, product features, accessing digital results/reports, familiarizing the advertiser with the yp.ca platform.
  • Facilitate customer requests for changes or updates to their online content
  • Demonstrate active listening skills gaining full understanding of the customer’s needs/issues while exhibiting empathy.
  • As customer’s first point of contact, redirect calls as required to other groups, example: Sales, Claims Inbound or Outbound, Operations, Finance, Digital Fulfillment, etc. Provide support and follow-up as required.
  • Initial claim/complaint validation includes, but is not limited to, validating   authorization, policy adherence, upholding YP Terms and Conditions as applicable, etc.
  • When required, provide support for Inbound Claims queue ensuring adherence to YP service level targets.

 

Why should you apply for this customer service agent position?

  • We bet on everyone potential rather than pressure management

  • We offer a 3 weeks paid training, flexible benefits package on your first day, a casual environment where you can wear jeans

  • We offer a salary starting at at least 19,73$/hour, more depending on your experience

  • We continually develop skills and team cohesion through the organization of role plays

  • We recognize the most beautiful achievements by awarding prizes or recognition programs
  • We propose to our employees to advance in their career according to their expectations
  • We work in the amazing Nordelec building which includes a gym at a good employee rate
  • You work 8.33 hours per day, 9 days out of 10, but paid for 10 days! The latest shift ends at 20h00pm!

 

 

 

 

 

 

What do you need to be a customer service agent at Yellow Pages?

  • High school diploma
  • Between 1 and 2 years experience (experience in a call center supporting technical calls from external customers is an asset)
  • Bilingual
  • Good knowledge of Microsoft Office
  • Must be customer focused and able to work well in a fast paced dynamic environment.
  • Be able to manage stress levels in order to handle high work volumes and handle a variety of customer situations. 
  • Ability to be a quick learner and handle multiple systems, standards, products and policies efficiently. 
  • Be a strong team player, and demonstrate a professional and enthusiastic attitude. 
  • Possess strong organizational skills and be open to change management. 
  • Must be able to multi task
  • Possess strong communication skills both verbal and written
  • Ability to access a situation and take the appropriate action in a timely fashion
  • Demonstrate good judgement and be diplomatic
  • Demonstrate strong listening skills, empathy and patience
  • Demonstrate ownership of a customer’s concerns and follow up as required from start to finish  

 

Ready to join the Yellow Pages adventure as a customer service agent for the next training class on August 12th? Send us your resume right now !

 

About Yellow Pages

We’ve been in the game since 1908 and we continue to transform to offer our 229 000+ clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.

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