Remote Live Chat Agent – Support Customers via Text Only
About the Company
Rogers Communications is a leading Canadian technology and media company. We are committed to delivering the best in wireless, internet, television, and home monitoring services to consumers and businesses. With a rich history of innovation, we pride ourselves on connecting Canadians to the world and to each other. Our team is dedicated to customer satisfaction and fostering a dynamic, inclusive, and rewarding work environment.
Job Description
Join Rogers Communications as a Remote Live Chat Agent and become a vital part of our customer support team. In this 100% remote role, you will engage with customers exclusively through text-based chat, providing prompt, accurate, and friendly assistance for various inquiries, troubleshooting, and service requests. We are looking for empathetic individuals with excellent written communication skills and a passion for helping others. This is a fantastic opportunity for those seeking a flexible work-from-home position within a supportive team environment.
Key Responsibilities
- Respond to customer inquiries via live chat in a timely and professional manner.
- Provide accurate information regarding products, services, billing, and technical support.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to stay updated on product knowledge and service offerings.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proficient typing speed and accuracy.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer-focused attitude with a desire to assist and resolve issues.
- Comfortable working independently in a remote environment.
- Reliable high-speed internet connection and a dedicated quiet workspace.
Preferred Qualifications
- Previous experience in a customer service or call center environment (text-based support preferred).
- Familiarity with telecommunications products and services.
- Experience using CRM software and live chat platforms.
- Ability to communicate in French is an asset.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Competitive salary and performance bonuses.
- Opportunities for career growth and professional development.
- Employee discounts on Rogers products and services.
- Paid time off and holiday pay.
- Supportive and collaborative remote work culture.
- Virtual social events and team building initiatives.
