Industry Support Service Coordinator

4 weeks ago

Toronto ON, Canada GS1 Canada Full time

Industry Support Service Coordinator

Department: Technology - Operations

Employment Type: Contract

Location: Toronto, ON

Reporting To: Victoire Ngounoue

Description

The incumbent in this role responds to inquiries and concerns from subscribers and prospects, describes GS1 Canada’s offerings and their value and ensures the highest standards of efficient and professional service is delivered. Key metrics for this role may include: Customer feedback and First Contact Resolution.

Key Responsibilities
  • Supports all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e., phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner ;
  • Conducts outbound calls for subscriber growth, cost recovery and development ;
  • Supports subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities ;
  • Provides support for data integrity initiatives through reporting and validation of member data ;
  • Maintains and updates reports as requested or required for analysis of subscribers’ activity ;
  • Assists in development of presentation materials ;
  • Provides administrative support for where applicable ;
  • Liaises with other internal departments (i.e. Finance, Implementation Services, Operations Support Group etc.) as required ;
  • Ensures ongoing understanding of current and emerging technologies and services provided by GS1 Canada ;
  • Collaborates as an Industry Support Services resource on Special Projects (i.e. UAT testing) ;
  • Reviews, updates and maintains Standard Operating Procedures (SOPs) and best practices ;
  • Ensures timely completion of deliverables through milestone setting ;
  • Develops recommendations on the most efficient approach to routine daily activities ;
  • Performs various other duties as delegated or assigned.
Skills, Knowledge and Expertise
  • High School diploma with preference given to those with post-secondary education in a related subject (i.e., business at college or university level) ;
  • A minimum of 2-3 years’ customer service, office experience, preferably within a call centre ;
  • Willingness to work afternoon shift (noon to 8:30PM)
  • Proven high level of proficiency in MS Office is required (Word, Excel, Outlook, PowerPoint, etc) ;
  • Proven ability to meet tight deadlines, multitask and take responsibility for timely and accurate completion of tasks assigned ;
  • Excellent organizational and communication skills, possessing a high level of problem solving, initiative and analytical abilities ;
  • Team player who enjoys a fast-paced environment.
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