About this role
Req Id: 431248 At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content ? we advance how Canadians connect with each other and the world.If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team. The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada's Best National Network. We love to innovate, embrace big challenges, and live for the newest technologySummaryAt Bell, we connect Canadians and advance how they interact with the world through innovative communications technology, industry-leading services, and exceptional customer experiences.The Customer Service Representative plays a key role in delivering a seamless and positive experience for business customers. This role is responsible for handling inbound customer calls, managing customer accounts, activating and modifying cellular services, and resolving service-related inquiries. The CSR ensures accurate, timely, and high-quality support while maintaining a strong customer-first mindset.Key ResponsibilitiesHandle inbound customer calls related to wireless services, account inquiries, and operational requestsProvide professional, knowledgeable, and courteous service while resolving customer issues efficientlyAccurately document customer interactions, requests, and resolutions in internal systemsActivate new cellular lines for corporate clients in accordance with approved requests and service agreementsValidate customer information, BAN details, rate plans, features, and device eligibility prior to activationEnsure correct plan selection (voice, data, IoT, roaming, add?ons) based on corporate contracts and customer requirementsProcess activations, changes, suspensions, and cancellations accurately and within established SLAs.Issue Resolution & Service ExcellenceIdentify customer needs and resolve issues on first contact whenever possible.Escalate complex or unresolved issues following established procedures.Ensure all transactions are completed accurately and in compliance with company policies.Operational Accuracy & QualityMeet or exceed established performance metrics including productivity, quality, and service level targetsFollow standard operating procedures and quality guidelines to ensure consistent service deliveryContribute to continuous improvement by identifying recurring issues and suggesting process enhancementsCollaboration & Continuous LearningWork collaboratively with internal teams such as Sales, Operations, and Technical Support to resolve customer issuesStay current on products, services, systems, and policies through ongoing trainingAdapt to new tools, processes, and technologies as they are introducedRequired QualificationsAs required to meet customer's needs, successful candidate must pass Bell background check and Federal and Provincial Government security clearanceHigh school diploma or equivalentPrevious experience in customer service, call center, or service support roles is an assetStrong communication and listening skills with the ability to handle customer conversations professionallyAbility to manage multiple systems and tasks in a fast-paced environmentStrong attention to detail and problem-solving skillsKnowledge of English and French required (read, spoken, written):In the course of their duties, this person will be required to interact with French & English speaking stakeholders across CanadaKey CompetenciesCustomer-focused mindsetStrong interpersonal and communication skillsTime management and organizational skills a mustAbility to work independently and as part of a teamAdaptability and willingness to learnAdequate knowledge of French is required for positions in Quebec. Additional Inf