customer service representative

service à la clientèle

télévendeur

telemarketer

technical support agent

GEXEL

Where to begin? 

The general staff:
Mostly incompetent, many clients would simply terminate contact out of the frustration of dealing with someone who has no idea what they are talking about. 
(This keeps Gexel numbers A1, because issues appear to be dealt with swiftly)

This place would rather hire (and promote) desperate and incompetent people because they are full aware anybody with anything going for them would never put up with the environment. 

The management:
Completely incompetent. We only land these positions because we are desperate and the higher administration takes advantage of our desperation. Also, I was VERY disappointed with the pathetic pay increase considering the huge increase of tasks, responsibility and accountability  (if things go sour)

Higher management:
Our bosses, (above management and team leader level) are inept to say the least. Clearly only have these positions because they have worked here for 10+ years (not worth it) or are somehow a blood relative to someone making decisions. (No relevant degree)

Someone is organizing and soliciting raffle lottories in the building during every holiday. (Total scam) Prizes are either low value or were clearly FREE gifts to admins. 

Summary:

Take this job if you are desperate and also don't mind an unstable schedule. (Sometimes full-time sometimes part-time)

Pay is not terrible. But not good. I would have started with a .50 bonus if bilingual, but not sure if this is true. 

Great for students. You're not mopping a floor at least.

Partnership: Create solid and long-lasting partnerships.

Passion : Excel at customer experience by making our client's success our priority.

Transparency: Remove all barriers in hopes of facilitating openness, communication and accountability between our clients and ourselves.

Flexibility : Always go the extra mile to meet our client-partners’ needs.

Trust: Consistently be a trusted partner trough our commitment to innovation.

For over 15 years, Gexel aims at developing strategic partnerships and collaborations with its clients. Our consultative approach is based on analyzing and understanding not only your business needs but also your clients’. 

We use our expertise and the feedback collected from our agents to continuously improve our services.

We are the client experience specialists. Whether it is for inbound calls (customer service and technical support), outbound calls (sales) or consulting services, our French and/or English services will be adapted to your needs while helping you achieve your goals.

I worked on the cogeco campaign and was asked to temporarily do over time for a week (8h were added to my schedule keep in mind I was a full time employee already working 40h a week. Then they applied the MANDATORY OVERTIME for 8H a week?!? That was point ridiculous, and also mention that this job paid me as much as the friendly cashier at the grocery store to have some grannies complain about a 3$ raise and make you feel worthless by insulting you.

As for the management team, I’d say they think of you as a number, if you don’t upsell their services even when not possible you will get in trouble if your stats don’t match their “ideal”.I sent email messages to the management team regularly to let them know that my mental state was not in sync with the job & wanted to go back to my regular schedule, they ignored my requests until I gave my two weeks!!!

Glad I left for a better job that takes care of my mental health,gives me life insurances upon the 1st day and an awesome salary! :)

We are officially known as 'registration agents' but our job is WAY more than that.
We work in the travel industry and the actual reservation of a trip is about 25% of our workload.  The rest is spent figuring out how to help the client get out of a bind, find credits from previous trips, etc.  All of this work and there is NO COMMISSION compensation on the part of the client.   We do all the work yet get nothing in return.   I LOVE what I do but this is a situation then needs to be looked over seriously by management as we have a ver high turnover rate and this is bad for the clients.

Very disorganized company Head office is clueless & or doesn't want to deal with any situations . I was hired as a Sales Agent I should of realized at the interview when I queestiomed the different salary quoted vs listed the HR rudely replied ""that for  bilingual so take it or leave it" there was MO indication on the ad. So after 2 months in sales I was thrown into Customer Service/Retention I thought that was the worst of it NO my commissions were ripped off halfway through the campaign the payout was reduced by 50% not only that but  the commissions were paid FOUR MOMTHS LATER. There's always arguments & fights on the floor on a regular basis. As for the  management they are not qualified incompetent &  unresponsive to any requests and only brown Noser's get appointed. HONESTLY PEOPLE JUST MOVE ON DO NOT WAST YOUR TIME ITS JUST MOT WORTH IT  TRUST ME

Most days I get in early so I can get emails done and be ready for the project team meeting. On a given day, during the early hours you will find me speaking with clients, finding out – proactively – what their priorities are for the week, speaking with client to responds to their needs (invoices description, modification & optimization of services, suggest news plan & packages if possible)  I do this on daily bases, if client has a technical issu i transfer him to technical support by introducing him to technical agent so that he will be quickly taken in charge, updating customer file after every call. always asking customer if they have any forgotten question so that I can take care of. getting my lunch during lunch time, I use sometimes my break time to verify so customer change services.

The management is NOT good! They make you do things that are not in your job description. They do not provide a good support team. My TL would ask me to do other peoples work ALL THE TIME. Yet, would not listen when you needed help, or give me credit for the tasks I would complete. They will just question your knowledge, if you make a mistake or ask for help. They do not give you time to review the procedures they send out, you have to do that on your "personal" time.  There is NO room for growth in this company unless you are someone's favorite. Even if you make suggestions to make the calls better, the situation better, the management shuts you down, and tells you to do what your job title is, yet, as I said, would give you more work then you signed up for. 

If you have any self esteem, do not apply for this company!

The work culture here is broken. The focus is 100% on quantity and 0% on quality or customer satisfaction. They preach empathy, but punish you if you take the time to be empathetic because it hurts your stats.
Management leads through fear and constant pressure. There is no job security; you feel like any minor mistake or a metric slightly off-target is grounds for termination. The training does not prepare you for the reality of the calls you take.
This might be okay as a bridge job if you are desperate for immediate cash, but do not make long-term plans here because burnout will hit you within months."

Gexel has the likeability factor that most BPOs don't have.  A small private organization with friendly, supportive leadership which allows for frequent internal promotions and opportunities to showcase one's talents and skills when the time is right.  Management salaries are significantly below industry benchmarks, however they make it up with decent benefits and mental health programs in addition to above average work-life balance. 

There's opportunities in the overall long-term vision and where they fit in the current BPO landscape.  Investments in higher salaries and top-tier talent (IT and leadership), as well as expanding their verticals to more in-demand industries would be recommended.

Do not apply for this company if you have any self esteem, this work environment will destroy it. The management is TRASH!!!!!!!! I just recently quit and it was the best decision I ever made. You don't get anywhere in this company unless you are a TL's favorite. The pay does not equal to the amount of work they put on you. You have ZERO TIME for anything, even lunch or breaks. There are so many days were I did not get a lunch break because management would tell me to delay it. The management does not care about your opinion even though you are the one dealing with the angry customers, they will tell you to just do the work you are meant too, yet have you do work you are not trained for, then get angry when something is wrong. 

I do not, would not, EVER, recommend this company to anyone. 

Top Job Titles	Average salary
Customer service representative 4 salaries reported	$17.00 per hour
Service à la clientèle 10 salaries reported	$17.00 per hour
Télévendeur 1 salary reported	$17.00 per hour
Telemarketer 1 salary reported	$17.00 per hour
Technical support agent 1 salary reported	$17.50 per hour

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