Overview The Customer Care Associate is responsible for providing timely, professional, and accurate support to PhoneBox customers across multiple communication channels. The position assists customers with wireless and telecommunications services, account inquiries, activations, billing and payment questions, service changes, and general troubleshooting while maintaining accurate customer records.

JOB DESCRIPTIONS AND KEY RESPONSIBILITIES

 Receive, review, and respond to customer inquiries through phone, live chat, email, SMS, and other customer support channels.

 Assist customers with account-related inquiries, including activations, plan changes, suspensions, restorations, cancellations, number transfers, account information updates, and other service requests.

 Process online activations and account changes accurately and in accordance with established company procedures and service guidelines.

 Provide customers with accurate information regarding PhoneBox wireless plans, services, current and previous promotions, pricing, features, add-ons, and account policies.

 Assist customers with billing and payment-related inquiries, including payment processing, payment status, billing explanations, account balances, refunds or credits where authorized, and other payment-related matters.

 Provide basic troubleshooting assistance for wireless services, SIM cards, eSIMs, mobile data, calling, messaging, account access, and other common service issues.

 Identify customer issues requiring technical or administrative escalation and coordinate with supervisors or appropriate internal departments to ensure proper resolution.

 Maintain complete and accurate customer account information, interaction history, service requests, and account changes within PhoneBox's customer relationship management and account management systems.

 Document customer interactions and actions taken to ensure service continuity and accurate internal records.

 Follow established customer care procedures, escalation guidelines, privacy requirements,



and company policies when handling customer accounts and personal information.

 Respond to customer inquiries in a timely, courteous, and professional manner and work toward resolving customer concerns during the initial interaction whenever possible.

 Ensure customer communications receive a response within established service standards, including within 24 hours or by the next business day where applicable.

 Investigate customer complaints, identify the nature and cause of the issue, and provide appropriate solutions within the scope of established policies and authority.

 Escalate complex customer complaints, technical issues, billing disputes, or exceptional account situations to the Customer Care Manager or appropriate department when necessary.

 Assist with the tracking and administration of SIM cards, devices, and other customer-related inventory as required.

 Coordinate with other departments, including technical support, billing, operations, sales, and management, to resolve customer inquiries and account issues.

 Monitor recurring customer concerns and report potential service, system, billing, oroperational issues to management.

 Prepare daily reports regarding significant customer issues, escalations, system problems, or other matters requiring management attention.

 Prepare weekly activity reports summarizing work completed, recurring customer concerns, outstanding matters, and priorities for the following week.

 Attend team meetings, coaching sessions, training programs, and conferences as required to maintain knowledge of company systems, procedures, products, promotions, and new service features.





 Maintain up-to-date knowledge of PhoneBox products, services, customer care procedures, account management systems, and telecommunications industry practices.

 Support other customer care and operational duties during periods of high customer volume or as reasonably required.

Required Skills and Qualifications

 Post-secondary education or equivalent combination of education and customer service experience.

 Previous experience in customer service, call centre, telecommunications, retail, hospitality, or another customer-facing environment is an asset.

 Strong verbal and written communication skills in English; French or additional languages are considered an asset.

 Strong customer service skills with the ability to communicate professionally and respectfully with customers through phone, email, live chat, and SMS.

 Strong organizational and time-management skills with the ability to manage multiple customer inquiries and priorities.

 Good problem-solving and conflict-resolution skills, including the ability to handle customer complaints and challenging situations professionally.

 Strong attention to detail when processing account changes, payments, activations, and customer information.

 Comfortable learning and using CRM systems, telecommunications platforms, payment systems, live-chat applications, and other customer service software.

 Ability to follow established procedures while exercising appropriate judgment when addressing customer concerns.

 Intercultural awareness and the ability to communicate effectively with customers and colleagues from diverse cultural and linguistic backgrounds.

 Ability to work independently as well as collaboratively within a customer care team.

 Flexibility to work different shifts, weekends, holidays, or extended hours when required by business operations.

Pay: $19.00-$23.00 per hour

Advantages

- Dental care
- Vision care

Work Location: In person

📌 Customer Care Associate (Vancouver)
🏢 PhoneBox
📍 Vancouver