Brighthr Client Care Specialist

2 months ago

Toronto, Canada Peninsula Canada Full time

**Company**: BrightHR Limited

**Job Title**: BrightHR Client Care Specialist

**Department**:BrightHR - Service

**Location**: Toronto, ON

**Salary**:$50,000.00

**About Us**

Do you have the passion to succeed? Do you have the dedication to push yourself? If so, we want to hear from you

Bright believes in the power of small businesses and understands their importance to our high streets and local communities. That's why we support small business owners with all their people management needs and give them the tools to take their business to the next level. With BrightHR we offer smart HR and H&S software that transforms to way employers manage their people and their business. BrightHR supports over 65,000 businesses globally with an affordable and easy to use platform. BrightHR currently operates in the U.K., Ireland, Australia, New Zealand, and most recently, Canada. BrightHR Limited is a part of the Peninsula Group Companies. We're here to champion small business owners and support them on their journey to a brighter future.

**The Role of BrightHR Client Care Specialist**

As a Client Care Specialist, you will be the point of contact for any client issues, concerns, cancellation requests and retention enquiries. It is essential that you understand the client's needs and provide solutions.

**Day-to-Day Duties and Responsibilities**
- To be the key person for receiving and resolving client complaints, cancellations and retention opportunities
- To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures
- Thoroughly investigate client service issues through discussion with the client and appropriate internal staff
- Resolve all client issues in a timely manner and at all times be focused on client resolution and retention
- Ensure that all client service issues are dealt with professionally and courteously
- Review client service issues and decide on when a case needs to be forwarded to the Collections dept. and ensure the seamless handover when applicable
- Forward any potential compliance matters to the Compliance team as soon as possible so that they may be under investigation in order to determine whether a compliance issue exists
- Work closely with the payments team to collect payment details for clients whose accounts are in arrears
- Complete additional tasks as delegated from time to time

The above is not an exhaustive list of responsibilities and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the company.

**Education/Experience**
- Minimum of three (3) year experience in a client retention / client satisfaction role
- Must have experience in client services, negotiations, and escalation management
- Previous experience of Salesforce is considered an asset

**What you Bring to the Team**
- Exceptional service delivery through interpersonal communication skills, both verbal and written
- Detail oriented and an ability to work effectively and efficiently in a fast-paced environment with strong time management skills
- Ability to work independently and self-directed, as well as in a team
- Strong proficiency with Microsoft Office (e.g. Word and Excel)
- Dynamic, flexible, focused and enthusiastic approach, as well as the ability to work under pressure
- Must possess a “can-do” attitude, be self-motivated, proactive and used to using your initiative

**Why Work for BrightHR?**
- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- We offer a Registered Retirement Savings Plan (RRSP) Matching Program
- Downtown Location (Right near Union Station)
- Vacation Days increase after 2 and 5 years' service
- Ask about our Bright Days, and more

Our vision is to build better businesses starting with our own. Here at BrightHR, what you will come to learn is that we practice what we preach.

Become a part of our exciting journey.

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