Inbound Customer Service Representative - On-Site

NTT DATA Services•Ottawa, ON

5d•Onsite

About The Position

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.

Requirements

High School Diploma Required.
A minimum of 1 year experience in customer service is required.
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.

Nice To Haves

Previous experience in a call centre or technical support environment is an asset.
Familiarity with servicing customers in the United States is an asset.

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.