Bilingual Customer Operations Coordinator

Why iTel

We're growing rapidly and we're excited about it. We have our sights set high as we've built the largest business internet, voice, and data footprint in Canada. We are using our extensive network to connect people and workplaces across Canada while pushing the boundaries of what is possible combining Canada's largest network with an extensive portfolio of next-generation technologies.

Our team is distributed across Canada, and we are 100% committed to remote work, enabling us to always hire the best person for the job regardless of where they live. We're proud to have integrated remote work's flexibility with a Virtual office's collaborative environment. As a leader in innovative technology solutions, we're using the best tools available to empower the close-knit teamwork and supportive, interactive culture that's been key to our success.

What You Will Do

Reporting to the Manager of procurement, this position is responsible for quality assurance on a number of operational functions, including customer orders.

• Validate incoming sales orders for completeness and accuracy and enter order data into internal systems. Liaise with customers, sales representatives, and operational teams to gather information and ensure client success
• Assist with the preparation of customer contracts to ensure accuracy and consistency.
• Prioritize and respond to customer requests and inquiries, providing best-in-class service
• Act as the initial point of contact for wholesale customers
• Process maintenance orders with upstream vendors, including renewals, cancellations, migrations, and replacements.
• Create accurate order records in various iTel systems
• Reconcile and correct customer records as required
• Maintain a comprehensive understanding of iTel products, services, pricing structures, and industry trends to effectively address operational requirements.
• Participate in regular knowledge sharing meetings to share and learn new strategies for optimizing and enhancing the customer experience and reducing customer effort
• Work collaboratively with other departments and team members to innovate and improve the efficiency of the department.
• Participate in special projects and perform other related duties as required

Qualifications

• At least 2 years of recent experience in an administrative or related position is required. Experience in the telecom industry is a plus.French is a asset. 

Skills and Abilities

• Knowledge of Google Suite and Microsoft Office
• Experience with Zendesk customer service software is considered an asset
• Possess excellent attention to detail
• Possess analytical and critical thinking skills
• Ability to organize work, be accurate, set priorities, multi-task, and work with minimal direction to meet strict deadlines
• Ability to thrive in a dynamic, fast-paced environment
• Ability to provide exceptional customer service to internal and external clients, vendors, and others
• Strong verbal and written communication abilities
• French is preferred but not required
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Perks and Benefits:

• 💻 Internet allowance for employees who work remotely.
• 🌴 Vacation starting at 3 weeks
• 🛌 Paid personal days.
• 👶 Parental leave top-up to support your growing family.
• 🎂 Paid time off on your birthday.
• 💼 Lifestyle spending account to tailor benefits to your personal needs.
• 🏠 Work from Home: Enjoy the flexibility of remote work, supported by our Gather virtual office platform that fosters collaboration and interaction.
• 🏥 Comprehensive benefits plan: Health, dental, and vision coverage.
• 🧑‍⚕️ Employee and Family Assistance Program: Providing support for you and your family.
• 📚 Professional development: We support your growth with paid memberships, training, and development opportunities.
• 🏆 Rewards and recognition system: Win prizes for your achievements.
• ✈️ Annual event: We fly you down to beautiful Shuswap lake, BC, for a weekend of fun and getting to know your coworkers.