Customer Service Representative (On Site)

Job summary

The representative handles inbound calls regarding internet, Wi-Fi, and account-related inquiries while performing basic troubleshooting. They are also responsible for updating customer accounts in CRM systems and educating clients on service features and self-service tools.

Job details

Req ID: 387928 With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters. A Career at NTT DATA Means: * Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available. * Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are. * Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile. * Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. What else does NTT DATA Offer? We’re glad you asked! * All equipment required for you to be successful in your role * Virtual paid training * Comprehensive benefits package (medical, vision, and dental) * Employee Assistance Program * RRSP program options * Short- and Long-Term Disability options * Rewards and Recognition programs * Internal career advancement opportunities Position Overview: The Inbound Customer Service Representative supports customers of a telecom provider by handling inquiries about account related questions for internet, Wi-Fi, and home connectivity services. This role focuses on delivering clear, friendly, and accurate assistance while maintaining professionalism and empathy. ‑Fi, and home connectivity services. This role focuses on delivering clear, friendly, and accurate assistance Position: Inbound Customer Service Representative Position Location: Ottawa - 2175 Robertson Rd, Nepean, ON K2H 5Z2 Hours of Work: Monday-Sunday, 10:00am – 8:00pm EST Rate of Pay: $19.00/HR Responsibilities: * Answer inbound calls from clients regarding internet, Wi-Fi, modem, and account related questions. * Perform mild troubleshooting, such as guiding customers through modem resets, checking connections, verifying outages, and reviewing basic Wi-Fi settings. * Provide clear explanations of plans, billing, usage, equipment, and service features. * Create and update customer accounts, service tickets, and documentation in CRM systems. * Educate customers on self-service tools, equipment care, and tips for improving home Wi-Fi performance. * Maintain professionalism and empathy, especially when assisting customers experiencing service interruptions or frustration. * Coordinate with technical support teams or field technicians when issues require escalation. Requirements: * High School Diploma Required. * A minimum of one year’s experience in customer service is required. * Previous experience in a call centre or technical support environment is an asset. * Basic understanding of internet and Wi-Fi concepts (modems, routers, signal strength) or willingness to learn. * Strong communication skills with the ability to explain technical steps in simple, friendly language. * Comfortable navigating multiple systems and multitasking during calls. * Patient, solution-oriented, and able to remain calm under pressure. * Reliable, punctual, and able to work in a metric-driven environment. * Familiarity with servicing customers in the United States is an asset. This job posting is for active vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters. #NBIND Inclusion. Belonging. Unleashing the power of being unique. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category. At NTT DATA what you do matters. Because here YOU can.

What you’ll do

The representative handles inbound calls regarding internet, Wi-Fi, and account-related inquiries while performing basic troubleshooting. They are also responsible for updating customer accounts in CRM systems and educating clients on service features and self-service tools.

Requirements

A high school diploma and at least one year of customer service experience are required for this role. Candidates should possess basic knowledge of internet and Wi-Fi concepts and demonstrate strong communication skills.

Benefits

• Medical insurance • Vision insurance • Dental insurance • Employee Assistance Program • RRSP program • Short-term disability • Long-term disability • Rewards and recognition programs • Career advancement opportunities

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• Multitasking · Preferred
• CRM Systems · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical support
• Troubleshooting
• Communication
• Multitasking
• CRM systems
• Internet connectivity
• Wi-Fi configuration
• Billing support
• Problem solving
• Patience
• Empathy
• Inbound Calls
• Composure
• Professionalism
• Solution-Oriented
• Willingness To Learn
• Agile Methodology
• Artificial Intelligence
• Android (Operating System)
• Apple IOS
• Authentications
• Telecommunications
• Billing
• Customer Relationship Management
• Customer Service
• Modems
• Employee Assistance Programs
• Self Service Technologies
• Signal Strength
• Troubleshooting (Problem Solving)
• Network Routing
• Calmness Under Pressure

Job areas

• Customer Service & Support
• Technology
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives