? Provide first contact resolution of customer issues via chat, e-mail and/or phones
? A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents
? Troubleshoot and handle the most complicated and sensitive of customer inquiries
? Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs
? Take personal ownership of customer requests and provide a BioWare world-class level of support
? Maintain accountability for accurate and timely assistance to our customers
? Provide exceptional customer experience as measured through customer surveys and internal SLAs
? Maintain security and confidentiality of BioWare?s internal information and customer/account information
? Escalate and communicate any customer well-being issues
Skills and Qualifications:
Essential
? Minimum two years experience working in a Customer Service environment
? Excellent Customer Service skills with proven quality track record
? Verbal and written fluency in English essential with multilingual fluency in French
? Moderate computer and advanced typing skills
Desirable, but not essential
? Previous large volume Contact Centre experience
Person Specification:
? Team player with a positive attitude
? Ability to handle stressful situations
? Willingness to be flexible
? Ability to maintain confidentiality
? Results orientated
? High work standards
? Organised and able to prioritise tasks to meet the changing demands of the business
? Excellent interpersonal skills with ability to form good working relationships with staff at all levels
? Confident and professional in appearance conduct and approachDuties and Responsibilities:
? Provide first contact resolution of customer issues via chat, e-mail and/or phones
? A Tier 3 level of support that handles escalations from Tier 1 and Tier 2 agents
? Troubleshoot and handle the most complicated and sensitive of customer inquiries
? Deliver timely and accurate responses to customer questions and requests as determined by internal SLAs
? Take personal ownership of customer requests and provide a BioWare world-class level of support
? Maintain accountability for accurate and timely assistance to our customers
? Provide exceptional customer experience as measured through customer surveys and internal SLAs
? Maintain security and confidentiality of BioWare?s internal information and customer/account information
? Escalate and communicate any customer well-being issues
Skills and Qualifications:
Essential
? Minimum two years experience working in a Customer Service environment
? Excellent Customer Service skills with proven quality track record
? Verbal and written fluency in English essential with multilingual fluency in French
? Moderate computer and advanced typing skills
Desirable, but not essential
? Previous large volume Contact Centre experience
Person Specification:
? Team player with a positive attitude
? Ability to handle stressful situations
? Willingness to be flexible
? Ability to maintain confidentiality
? Results orientated
? High work standards
? Organised and able to prioritise tasks to meet the changing demands of the business
? Excellent interpersonal skills with ability to form good working relationships with staff at all levels
? Confident and professional in appearance conduct and approach
We need : English (Fluent)
We need : French (Fluent)
Type: Permanent
Payment: Higher than average but not disclosed
Category: Customer Service
