Canadian Fiber Optics

Customer Support

• Engage with residential and business customers via phone, email, and chat to provide solutions related to product knowledge, billing, collections, technical support, and retention.
• Troubleshoot and resolve technical issues, including Wi-Fi connectivity and service interruptions.
• Guide customers through service upgrades and activate new features as needed.
• Retain customers by offering solutions and alternatives during cancellation inquiries.
• Handle account setup, deactivation, billing inquiries, and payment processing.
• Document customer interactions and updates accurately in the CRM system.
• Follow up with customers to ensure satisfaction and build long-term relationships.
• Participate actively in ongoing training and skill development sessions.
• Stay informed about product updates, promotions, and new services.
• Consistently meet or exceed key performance metrics for customer satisfaction and service quality.
• Handle inbound sales calls and close service agreements when appropriate.

Customer Care Advisor