CUSTOMER SERVICE ADVISOR

For 40 years, the CCAP (Backcountry Cable Distribution Cooperative) has distributed telecommunications and cable distribution services exclusively in the territory of
Lac-Beauport, Stoneham-et-Tewkesbury, Notre-Dame-des-Laurentides, Lac-Saint-Charles, Lac-Delage and Sainte-Brigitte-de-Laval.

Job Overview:
We are seeking a friendly and organized Customer Service Assistant to join our team. The ideal candidate will be responsible for providing excellent customer service and support to our clients and readers. This role is vital in ensuring customer satisfaction and maintaining the positive reputation of CCAP.

What You Will Do:
Respond to customer inquiries via phone, email, and live chat promptly and courteously.
Resolve customer issues and complaints effectively, ensuring a positive outcome.
Assist customers with subscriptions, renewals, and account management.
Maintain accurate customer records and update databases with relevant information.
Provide information about our products and services to customers.
Collaborate with other departments to resolve customer issues and improve service delivery.
Process orders, payments, and refunds as required.
Identify and escalate complex issues to the appropriate personnel or department.
Follow up with customers to ensure their issues are resolved and they are satisfied with our service.
Participate in customer service training sessions and team meetings.

Qualifications:
High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.
Proven experience in a customer service role, preferably in the media or publications industry.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and a patient, empathetic attitude.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Familiarity with customer service software and tools.
Strong attention to detail and organizational skills.
Ability to handle confidential information with discretion.
Ability to work independently and as part of a team.

Preferred Skills:
Bilingual abilities are a plus.
Experience with CRM software (e.g., Salesforce, Zendesk).