Customer Care Representative (Former Employee) – Dollard-Des Ormeaux, QC – 25 January 2019
Avoid at all cost. Work environment is toxic. High stress and understaffed. You’ll be chatting with 3 people at a time all day providing sales AND technical support. Management acts all knowing but has zero technical experience or experience doing the actual work. Team ‘leaders’ don’t get hands on when workload is at an all time high and wait times are through the roof. ‘Supervisors’ do not even handle supervisor calls... they get delayed as much as possible (days) and forwarded to floor staff to handle.
They are the opposite of how leaders should act. In the end both floor staff and customers suffer. High performance will not get you ahead here, the ability to gossip behind other’s backs will.
Dispatcher (Former Employee) – Montréal-Ouest, QC – 9 June 2018
I worked with Brother, a great company to work for, the people are really nice. The supervisors were the best and the management was great. I wished I could stay longer and be permanent. The workers wow just amazing
• Respond to end user call, live chat, and e-mail requests according to the contact center guidelines • Troubleshoot Fax, MFC, P-touch and typewriter calls, live chats, and/or e-mails on the following topics: hardware programming and set up, diagnose hardware related issues and conduct proper inquiries in order to accurately assess the customer issues • Determine the best solution based on the customer issue on a first contact basis • Ensure proper and timely recording of calls and/or chats in CRM and follow our social media response protocol and processes for forum intervention concerning our Brother technical inquiries and support web tools leverage. • Meet or exceed monthly performance targets including quality, attendance and punctuality as well as average handle time