Customer Care Professional
Whitby, ON, Canada
Job Description
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Summary:
A Customer Care Professional acts as the main point of contact for consumers and sales associates who call or email in regarding a concern with their incentive program (SPIFF, Rebate, Co-Op, etc.) Maintaining a stress-free experience for the customer, the Client Care Professional will provide efficient and dedicated service to ensure resolution and an overall positive experience.
Responsibilities:
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Provide world-class customer service for our clients through: -
Inbound phone calls -
Email support boxes and portals -
Live chat -
Learn and navigate the 360insights solution to provide answers to customer inquiries -
Consistently work towards enhancing the customer\xe2\x80\x99s experience and reducing the need for customers to contact us by: -
Capturing classification data on each interaction -
Providing regular anecdotal and data-based feedback through the team -
Identifying issues early and offering suggestions for solution -
Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise -
Complete task-based duties as assigned by the Manager, Client Operations -
Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients -
Continued personal growth to place yourself in the position to successfully advance your career including: -
Completion of self-study and guided study within our systems -
Coaching and feedback from the Operational Excellence Quality team -
Consultation with other team members in order to enhance skill set
Skills and Experience:
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Proven excellent communication skills \xe2\x80\x93 written and verbal -
A customer first mentality and deep understanding of customer service -
Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word) -
Proven excellent analytical and problem-solving skill (strong aptitude for math) -
Ability to key at least 30-35 words per minute -
Proven ability to work as an effective member of a team -
Proven organizational and follow-up skills (including prioritization) -
Strong active listening skills -
Ability to work independently, with minimal supervision -
Demonstrated ability to provide valuable feedback and solution options based on that feedback -
Bilingual (French) is an asset -
Background in a software company, or has a natural comfort with software applications an asset -
Microsoft Office Certification an asset
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Job Detail
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Job IdJD2298773
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationWhitby, ON, Canada
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EducationNot mentioned