Customer experience representative - Remote

What is a Customer experience representative 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 Meta Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

The Customer Experience Representative is the primary point of contact of our customers and provide quality support and service from first contact in an efficient and engaging customer experience. Therefore, he acts as a trusted advisor to help resolve the customer’s issue, answer to his questions or requests regarding his program, and provide trusted recommendation and first level analysis to increase or retain the customer portfolio with YP.

Responsibilities:

• Respond to questions or changes requests according to service standards set in objectives in a professional and courteous manner, received via phone, email, social media, or chat, (or whatever medium is being used by the customer to reach Yellow Pages).   
• Resolve requests at first contact by using various operational systems or process available. If first contact resolution is not possible, ensure follow up with other YP unit to resolve the customer’ issue or request. 
• Keep engagement of customer by addressing customer concerns and positioning the value of our products and services. 
• Provide marketing recommendation to our customers to increase or retain value of their YP portfolio.
• Resolution of customer complaints or billing questions
• Ensure customer satisfaction by analyzing, investigating, and ensuring resolution of customer complaints or requests.
• Provide compensation to customers based on established business rules
• Clarify questions regarding billing and claims.
• Act as a representative of the client        
• Act as a liaison between clients and other groups, including the account receivable team.
• Act as a customer representative and keep the organization informed of changing customer needs, through inbound or outbound communication;
• Document and update information from various internal systems.
  
  Perks and Benefits 

• A paid and tailored training program
• Competitive salary
• Insurance and benefits starting on day one for your well-being
• Group RRSP and TFSA, pension fund, telemedicine
• Opportunities for internal advancement
• Flexible schedule, Monday to Friday, with no mandatory weekends
• Remote work, ensuring a work-life balance
• You start with 3 weeks of vacation, increasing to 4 weeks after 2 years
  
  
  What do you need to be a Customer experience representative at Yellow Pages?
  
  

Qualifications:

• High school diploma V
• Fluently bilingual, both spoken and written
• 3 to 5 years experience in a call center environment 
• Intermediate knowledge of the Microsoft suite
• Intermediate knowledge of CRM (customer relationship management) tools

Nice to have:

• Excellent communication, listening, feedback and information synthesis skills 
• Good selling skills to influence and build fruitful business relationships.
• Ability to positively rebut objections; negotiation skills.
• Strong and quick judgment in decision making. 
• Ability to adapt quickly in a changing environment

You are ready to join the Yellow Pages adventure as a Customer experience representative ? 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 125 000 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 76% of our revenue is generated by digital solutions.