Inbound Customer Service Representative; English - On Site

Overview

The Inbound Customer Service Representative supports customers of a telecom provider by handling inquiries of 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.

Position:
Inbound Customer Service Representative (English)

Location:

Ottawa - 2175 Robertson Rd, Nepean, ON K2H 5Z2

Hours of Work:
Shifts rotate between Tuesday-Sunday, 9:00am – 8:00pm EST

Rate of Pay: $19.00 CAD/Hour

• 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.

• High School Diploma Required.
• Minimum 1 year 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 future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.

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.