Job Title: Bilingual Mobile Device - Customer Service Representative
Type: Contract - 12 months ( renewal upto 3 years),
Hours: 8:00 am to 5:00 pm, Monday – Friday. (Hybrid - 3days/week from office, 2 days/week remote. Can be changed to 100% remote in future.)
Location: 700 Wellington St, Montreal, Quebec H3C 3S4
Start date: ASAP
Summary
Our client is seeking a Customer Service Representative to support a new Mobile Device Management Services program. In this role you will be providing service and support for end users on the procurement of new mobile devices, changes to calling plan features, billing inquiries as well as managing a mobile device spare pool.
General Responsibilities
- Provide exceptional customer service
- Ensure all orders/transactions are recorded in the Mobile Device Management Portal
- Provide translation services between the portal supplier and mobile carriers and /or end users
- Asset Management of the spare pool inventory
- Identifies and escalates priority issues
- Stays current with relevant training on portal operations.
- Conducts all assigned job duties in a timely and productive manner
- Completes other duties as assigned
- Prepare reports related to mobile procurement
- Ensures compliance with all company procedures and guidelines including Code of Business Conduct and Ethics
- Oversee all mobile device orders for North America
- Assist with carrier invoice escalations
- Submit invoices for Morgan Stanley processing
- Resolution of escalations
- Ordering devices from third party vendors
- Overseeing all Mexico, US and Canada orders
- Manage the ordering and distribution of Apple and Android devices globally
- Manage the ordering and distribution of third-party accessories globally
- Knowledge of mobile carrier contracts
- Knowledge or Apple and Android mobile devices
- Knowledge or mobile device offerings
Qualifications
- Excellent verbal and written English and French communication skills
- Demonstrated knowledge of customer service principles and practices
- Ability to interact and build strong working relationships with customers and peers
- Demonstrated experience working in a customer service environment
- Background in mobile device or IT support preferred